Support Specialist

Job Description

Tricentis has expanded rapidly since its founding in 2007.

Headquartered in the heart of Austin, Texas, Tricentis has office locations throughout the world.

We are looking for people who are dynamic, passionate, and versatile – from entry-level to seasoned pro.

Now, we are expanding our footprint here in Manila, Philippines! Join us and be a part of a pioneering team.

 

JOB SUMMARY:

As a Technical Support Specialist, you will be responsible for the analysis, processing, troubleshooting, technical recommendation and resolution of technical inquiries, cases and requests from our customers who uses our products namely Tosca, QTest/Vera and Neoload.

The role is “customer-facing” and will require interactions via our self-service portal, emails, chats, and a few inbound calls.

The team member is expected to collaborate with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.

 

RESPONSIBILITIES:

The Technical Support Specialist’s responsibilities include but is not limited to the following;


* The position requires the candidate to be detail oriented, work with minimal supervision, good research skills and above-average problem solving skills to handle simple to more complex customer cases.

In addition, a good background in system analysis, design and functional support is needed to determine potential software bugs.


* The position will also give the candidate the opportunity to troubleshoot and support various software configurations and run appropriate testing & diagnostics, providing our customers with professional technical support.

You’ll collaborate with the R&D and product teams, and learn about software engineering processes.


* The position will also require the candidate to work closely with our R&D team and with Customer Success on customer-related issues and tasks to ensure our customers receive a product-tailored appropriate solutions.

 

QUALIFICATIONS/REQUIREMENTS:


* Bachelor’s degree in Computer Science, Information Technology or Computer Engineering.


* Minimum of 5+ years of relevant experience in either technical, application or product support in a customer facing role.


* Knowledge of HTTP, OSI layers, load-balancers, proxies, API Gateway  and enterprise networks.


* Well-rounded knowledge of infrastructure (compute/storage/networking) monitoring and tracing.

  


* A very good understanding of performance management and load testing applications such as NeoLoad, jMeter, LoadRunner, Siege, etc.

 


* Candidates coming from a performance management and load testing background who are willing to do a support role and have an in-depth training/experience from the market leader in model-based testing.


* Candidate coming from a technical support background who wants to have a performance management and load testing exposure.

WHAT YOU’LL ...