Support Specialist

Tricentis•Austin, TX

11d•Hybrid

About The Position

Who we are: Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally unique way to perform software testing. An approach that is automated, codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. We empower innovators to push the boundaries of software testing, fostering a global community of continuous learners who pioneer AI-powered, highly performant, highly secure end-to-end testing tools that accelerate our customers’ time to market including the largest brands in the world. The Support Specialist will be responsible for providing technical support for our Tricentis catalog with a concentration in our Tricentis Tosca product. This is a hybrid role (3 days/week in Austin or Atlanta).

Requirements

Have strong analytical, organizational, written, and verbal communication skills.
Have a broad spectrum of basic technical knowledge in the areas of databases, programming, network technology.
Ability to easily familiarize yourself with complex software applications.
Approach problems in an analytical and solution-oriented manner.
Proven track record in a strong customer facing support role.
English fluency is mandatory, Spanish is nice to have.
U.S. Work Authorization: This role is not eligible for employer-sponsored work visas. Applicants must be authorized to work in the U.S. without current or future sponsorship.

Nice To Haves

Previous experience with QA/automation testing tools is a plus (but not required).

Responsibilities

Responsible for the technical analysis and processing of requests from all customer segments.
Responding to issues, requests and inquiries via self-service cases, live chat, phone and video.
Identify & organize cases according to priority and escalate cases to engineers when necessary.
Make suggestions and help improve with internal documentation and knowledge base content.
Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.