Senior Support Engineer

  • 101 Marietta St NW, Atlanta, GA 30303, USA
  • Full-time

Company Description

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.

Job Description

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.
     

Qualifications

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.
     

Additional Information

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