Senior Product Support Engineer, Apac

**Top 3 reasons to join us**:

- Compelling Pay and Incentives
- Well-being & Work-life Balance
- Professional Development and Recognition

**Job description**:
Founded in 2016, Katalon is the category leader in AI-augmented software testing, empowering hybrid testers—those blending manual, automation, and AI skills—to deliver exceptional digital experiences. Katalon enables software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than **30,000 teams across 80+ countries**, many of which are in the **Fortune Global 500**. Katalon has been named a **G2 Leader** in software testing for 11 consecutive quarters and a **Great Place to Work** for three consecutive years.

** JOB OVERVIEW**

Our fast-growing SaaS testing platform is looking to add a **Customer Support Hero** (Internal job title: Senior Product Support Specialist) to the team:

- As a Senior Product Support Specialist, your role is to provide answers to Katalon customers’ issues, recommend solutions, and guide users through features and functionalities
- To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust, and also be familiar with help desk software
- Ultimately, you will help establish our reputation as a company that offers excellent technical support to our customers
- An ideal applicant would be self-driven, with an interest in digging deep into problems, and draw satisfaction from going above and beyond to provide solutions

** Responsibilities**:

- First point of contact to handle customer questions, error reports, feature suggestions, or license inquiries
- Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLAs are met
- Analyze the logs and reproduce the issue to identify the root cause.
- Participate in customer troubleshooting calls to identify and resolve critical or recurring issues
- Assist customers in integrating Katalon products with their internal systems or third-party tools (e.g., Jira, Jenkins, GitHub), including advanced custom configurations.
- Offer assistance for advanced and high-priority technical challenges that exceed standard support capabilities.
- Conduct tailored training sessions on product functionality, explore advanced features in depth, and facilitate best practices and knowledge-sharing workshops.
- Collaborate with cross-functional teams (Support, Product, Success and other teams) to address customer needs and improve product functionality.
- Develop and maintain a vast knowledge of our products and services - be an expert
- Manage the self-support documents, FAQ articles

**Your skills and experience**:

- 5+ years of hands-on experience in Automation Testing (mobile testing, web-based testing, API testing, or WinApp testing)
- Proficiency in one or more of the following programming languages: Python, Java, JavaScript.
- Practical expertise in mobile testing, web-based testing, API testing, and WinApp testing; Network experience is a strong advantage.
- Demonstrated self-starting and supportive team spirit.
- Ability to effectively multitask and excel in a fast-paced environment.
- Strong command of English for effective communication and presentation skills.
- Comfortable working in and assisting others through company help desk software, such as Salesforce in addition to other remote access desktop programs
- Aptitude to learn and understand new and emerging technologies
- Be organized, patient, empathetic, and able to listen to customers to provide excellent service and support

**Why you'll love working here**:
** At Katalon,** we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below
- **Total Remuneration**:Satisfying your financial goals through competitive compensation and periodic performance bonuses.
- **Well-being & Work-life Balance**:Staying healthy through comprehensive health plans and generous paid leaves.
- **Statutory Compliance**: Labor compliance with local regulations that ensure employee security.
- **Work Facilities & Accommodation**: Top-notch equipment, supportive allowances, and A-class facilities.
- **Diversity, Equity, Engagement, & Inclusion**:Becoming part of a global team that celebrates differences, equal opportunity, and meaningful employee recognition.
- **Growth & Rewards**:Thriving professionally through employee enablement, a culture of trust, and rewarding performance.