Remote Customer Support Engineer

Summary

Join Sauce Labs as a Customer Support Engineer and work with Enterprise-level customers to solve technical problems, develop customer-facing documentation, and more.

Requirements

• At least 6 months experience as a developer or supporting developers
• At least 2 years experience as a support engineer
• Programming experience with at least one of the following languages: Javascript, Python, Ruby, PHP, Java, C#
• Knowledge of HTML, CSS, Javascript (expect a take-home test as part of the interview process)
• Good written communication skills (expect to write a short essay for us)
• An intrinsic desire to help customers (and the patience to do so)
• A willingness to act as a detective, an experimenter, an interpreter, and a team player

Responsibilities

• Help customers solve technical problems
• Answer questions about the product's capabilities
• Reproduce customer issues, isolate issues to their simplest reproducible case and report bugs to our developers
• Manage queue of support tickets and provide regular updates to open tickets
• Respond quickly (but personally) to customers, primarily through support tickets with occasional online meetings
• Develop customer-facing documentation
• Develop code samples demonstrating testing in the Sauce cloud

Preferred Qualifications

• Knowledge of Selenium and/or Appium
• CI/CD software (e.g. Jenkins, Bamboo)
• Test automation frameworks (e.g. JUnit, TestNG, Protractor, Cucumber, Capybara, Jasmine, Mocha, Karma, Cypress)
• Unix command line and/or Unix system administration
• Troubleshooting networking issues, HTTP proxies, firewalls
• Android emulators / iOS simulators
• Android/iOS operating systems/app development