Senior Product Support Engineer, APAC (Automation Test)

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 OVERVIEWOur 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 functionalitiesTo 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 softwareUltimately, you will help establish our reputation as a company that offers excellent technical support to our customersAn ideal applicant would be self-driven, with an interest in digging deep into problems, and draw satisfaction from going above and beyond to provide solutionsResponsibilities:First point of contact to handle customer questions, error reports, feature suggestions, or license inquiriesManage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLAs are metAnalyze the logs and reproduce the issue to identify the root cause.Participate in customer troubleshooting calls to identify and resolve critical or recurring issuesAssist 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 expertManage the self-support documents, FAQ articles