Technical Support Specialist

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.

As a Support Specialist, you will be responsible for the analysis, processing, technical recommendation and resolution of technical inquiries, cases and requests from all customer segments.

• The role is “customer-facing” support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.

• The ideal candidate should be flexible, detail-oriented, have a strong support background and highly skilled at working with customers directly. The position requires willingness to be trained in one of Tricentis’ Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.

• 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 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.

• The position will also give the candidate the 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.

Qualifications:

To be successful in the position you will possess the following skills and experience:

Must have:

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

• Minimum of 3+ years of relevant experience in either technical, application or product support in a customer facing role.

• Experience working with JavaScript/Node.js and knowledge of web and mobile technologies (experience in Selenium & Appium preferred).

• Nice to have: experience with test automation, QA, and CI/CD pipeline.

• Basic understanding of software development and testing concepts.

• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge.

• Have a broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.

• Must be willing to work in a shifting schedule and a hybrid working environment.

• Above average customer interaction and communication skills, both verbal and written. Must utilize these skills when dealing with customers and business partners.

• Strong familiarity and experience of ITIL best practices in a Support Desk/Service Desk operations.

Highly Desirable:

• Candidates who have taken an academy course related to any of the products listed above from the Tricentis academy.

• Candidates coming from a software QA 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 shift to a software QA role.

OUR CORE VALUES

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• Demonstrate Self-Awareness: Own your strengths and limitations.

• Finish What We Start: Do what we say we are going to do.

• Move Fast: Create momentum and efficiency.

• Run Towards Change: Challenge the status quo.

• Serve Our Customers & Communities: Create a positive experience with each interaction.

• Solve Problems Together: We win or lose as one team.

• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You’ll Love Working at Tricentis:

• Market competitive salary + success-oriented bonus.

• Day 1 HMO coverage with 3 free dependents.

• Hybrid work arrangement

• Work with the market leader in model-based automation testing.

• Supportive and engaged leadership team.

• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice

• We’re a global company!

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.