Senior Support Engineer

Cypress.io is a revolutionary open source testing software for web applications, used and loved by tens of thousands of developers and QA engineers across the globe.  We believe testing needs a lot of love, and we are here to foster a tool, a service, and a community that can teach and benefit everyone.  Cypress recently completed our Series A financing, led by Bessemer Venture Partners, to power our next phase of rapid growth.

As a Senior Support Engineer at Cypress.io, you will be responsible for supporting our paid customers.

Responsibilities:

• Become an expert in all of Cypress’ products and services.
• Empathize, advocate for, and maintain positive relationships with the Cypress community.
• Triage inbound requests from users via email, chat, and screenshare.
• Provide support to customers by reproducing, troubleshooting, and responding to customer requests in a timely manner.
• Analyze web application and test code to identify and correct problems and limitations
• Leverage documentation, institutional team knowledge, and other information sources to help solve problems.
• Effectively communicate resolution plans, progress, and status of requests externally and internally.
• Take ownership of requests, and work with other teams to drive timely resolution on advanced requests.
• Evaluate trends based on customer interactions and craft procedures and suggest tooling to more efficiently handle their needs.
   

Required Skills and Requirements:

• An empathetic approach to all interactions.
• JavaScript software development & testing experience.
• A firm understanding of how web applications are built and work.
• A solid understanding of git and GitHub.
• Knowledge in troubleshooting Linux, Windows, and Mac OS systems.
• Comfortable working in a terminal environment. 
• Ability to convey technical information at an audience-appropriate level.
• Ability to work with partial information and good judgment on when to ask questions and when to run independently.
• Passionate about providing a good experience for developers.
• A keen eye for process optimization.
• Exemplary communication skills, both written and verbal.

Preferred Skills and Requirements:

• Experience providing SaaS and technical support to developers.
• Working in a developer advocate role.
   

All your information will be kept confidential according to EEO guidelines.