L2 Technical Support Engineer – TestRail
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Job Description
L2 Technical Support Engineer troubleshooting TestRail, a test management solution trusted by QA and engineering teams. Supporting enterprise installations and coordinating bug resolutions with Product and Development.
Responsibilities:
- Help customers troubleshoot issues via email, phone, and desktop sharing
- Answer product-related and technical customer queries
- Guide new customers through product evaluation and answer technical questions
- Support Enterprise customers remotely with installing, updating, and maintaining TestRail
- Work on business and self-oriented initiatives year over year
- Liaise with Product and Development teams to resolve high-priority bugs and deploy feature requests timely
- Assist L1 engineers with ongoing investigations
- Represent Quality in Support during customer interactions
Requirements:
- At least 2 years in L2 technical support or similar roles
- Degree in Computer Sciences or related field
- Excellent English writing and communication skills
- Broad technical curiosity and proven technical understanding
- Experience with Windows and Linux servers
- Experience with at least one major scripting or programming language
- Good understanding of networking and web technologies
- Capacity to understand work metrics and manage own work to achieve targets
- Database management knowledge is a plus
- Testing process knowledge is desirable
- SQL knowledge is welcome
- Knowledge of the software testing and development process is a plus
- Extremely self-motivated, driven, and customer-oriented
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