Mid/Senior Support Engineer (Technical Support)

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and 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 around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.  Job SummaryJoin Katalon as a Mid/Senior Support Engineer, where you'll play a vital role in delivering exceptional customer experiences by resolving technical challenges and collaborating with engineering teams to enhance our cutting-edge automation platform.Your Key Responsibilities Collaborate with Product and Engineering teams to diagnose and resolve customer-reported technical issues. Investigate logs, troubleshoot API calls, and propose effective workarounds while ensuring SLA adherence. Lead or participate in troubleshooting sessions with customers to resolve critical challenges. Document FAQs, create technical resources, and empower customers with self-service solutions. Provide feedback to internal teams to prioritize fixes and feature enhancements based on customer needs. Act as a technical expert for internal and external stakeholders, sharing insights to improve our product.