Technical Support Engineer - US Shift

Testsigma; Bengaluru; In loco; INR 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

100% company-paid medical insurance

Daily catered lunch

Free snacks

Descrizione del lavoro

Testsigma is seeking a Technical Support Engineer to serve as the technical bridge between customers and our engineering team. You will help leading QA organizations solve complex problems and maximize the value of the platform they rely on to release software with confidence.

You are the front line of technical ownership for our customers, combining troubleshooting, product understanding, and clear communication to resolve issues quickly and effectively.

Competenze

• 1 to 3 years of customer-facing technical experience.
• Strong understanding of web-based applications and browser technologies.
• Basic knowledge of HTML DOM and CSS.
• Excellent written and verbal communication skills in English.
• Ability to work in a 24x5 rotational support model.
• Bachelor's degree or higher in Computer Science, Engineering, or a technical discipline -- or equivalent relevant experience.
• Strong analytical and problem-solving skills with high ownership and attention to detail.

Mansioni

• Provide customer support and resolution across chat, email, and calls in a 24x5 rotational shift environment.
• Investigate problems thoroughly, reproduce issues, identify root causes, and drive them to closure.
• Elevate with full context when engineering involvement is required and continue to own the customer communication.
• Troubleshoot issues across web applications, browsers, and automation workflows.
• Review logs, error traces, and application behavior to identify root causes.
• Support both manual and automation testing workflows.
• Collaborate with Engineering, DevOps, and Product to resolve customer issues and improve the platform.
• Build and update internal knowledge base articles, runbooks, and troubleshooting guides.

Conoscenze

Web apps

Browser tech

English comms

Rotational support

Analytical skills

Formazione

Bachelor's in CS/Engineering

Strumenti

Postman

Jira

Salesforce

Descrizione del lavoro

Who We Are

Job Description - CS - Technical Support Engineer

Testsigma is building the world's first Quality Intelligence Platform - AI-powered, agent-driven, and designed to make software testing intelligent rather than just automated. Our platform learns your application, your history, and your domain. It doesn't just generate tests - it understands risk, detects gaps, and gives teams the confidence to release.

Who We Are

Job Description - CS - Technical Support Engineer

Testsigma is building the world's first Quality Intelligence Platform - AI-powered, agent-driven, and designed to make software testing intelligent rather than just automated. Our platform learns your application, your history, and your domain. It doesn't just generate tests - it understands risk, detects gaps, and gives teams the confidence to release.

What This Role Is

The TSE who joins us now will be the technical bridge between our customers and our engineering team - helping some of the world's leading QA organisations solve complex problems and get the most out of the platform they rely on to release software with confidence.

You are the front line of technical ownership for our customers. You combine technical troubleshooting, product understanding, and customer communication to solve issues quickly and effectively.

You are not a ticket router. You are a technical problem solver who owns customer issues from the first message to the final resolution.

You own two things above everything else: customer trust and issue resolution - not as competing priorities, but as a single standard. A technically correct answer delivered too late is a poor customer experience. A fast response without meaningful resolution erodes trust. You hold both simultaneously, and you build customer confidence in every interaction.

Beyond support, this role has direct involvement with Product, Engineering, and DevOps. You act as the voice of the customer, bringing real-world feedback into the product and helping shape what we build next.

What You Will Own

• Customer Support and Resolution
• Own inbound technical issues from enterprise and SMB customers across chat, email, and calls in a 24x5 rotational shift environment
• Investigate problems thoroughly, reproduce issues, identify root causes, and drive them to closure
• When issues require engineering involvement, elevate with full context and continue to own the customer communication until the issue is fully resolved
• You do not stop at acknowledgement. You own the outcome.
• Technical Troubleshooting
• Troubleshoot issues across web applications, browsers (Chrome, Safari, Firefox, Edge), and automation workflows
• Diagnose cross-browser compatibility issues and understand HTML DOM and CSS behaviour
• Review logs, error traces, and application behaviour to identify root causes
• Support both manual and automation testing workflows
• You understand the difference between symptoms and causes, and you know how to isolate both.
• SLA Management and Operational Discipline
• Meet ticket and chat SLAs consistently -- prioritise issues appropriately and communicate proactively
• Ensure customers receive timely updates without having to follow up
• When timelines are at risk, you are the first to know and the first to act
• Solution Guidance and Consulting
• Help customers understand how to use Testsigma more effectively
• This includes requirements gathering, use-case identification, fit-gap analysis, multi-product solution design, system integration guidance, and workflow design
• Your goal is not just to solve problems -- it is to help customers automate better
• Cross-Functional Collaboration
• Work closely with Engineering, DevOps, and Product to resolve customer issues and improve the platform
• Provide detailed technical analysis, reproduce issues accurately, and ensure the right teams have the context they need to act
• Build and update internal knowledge base articles, runbooks, and troubleshooting guides based on recurring issues
• Customer Advocacy
• Act as the voice of the customer -- identify trends, recurring issues, and feature requests and translate them into actionable feedback for Product
• Ensure what customers experience directly influences what we prioritise

What You Need to Have Done Before

• 1 to 3 years of experience in a customer-facing technical role -- Technical Support, Application Support, L2 Support, or Consulting
• Strong understanding of web-based applications and browser technologies
• Basic knowledge of HTML DOM and CSS
• Excellent written and verbal communication skills in English
• Ability to work in a 24x5 rotational support model
• Bachelor's degree or higher in Computer Science, Engineering, or a technical discipline -- or equivalent relevant experience
• Strong analytical and problem-solving skills with high ownership and attention to detail

Technical Depth: Hands-on required

• Can independently investigate a technical issue in a customer environment without being handed the answer
• Can read logs, error messages, and browser output and form a hypothesis about root cause
• Has worked with web applications, APIs, or integrations in a real support context -- not just theoretical knowledge
• Has enough scripting or coding exposure to read what a developer is telling you and to investigate technical issues without a runbook

Strong Advantage

• Awareness of programming languages such as JavaScript, Java, Python, or PHP
• Familiarity with testing frameworks and automation concepts -- testing knowledge is not required to join, we will train you on Testsigma and on software testing; what we cannot train is the instinct to own a problem and see it through
• Exposure to hybrid cloud-based SaaS solutions
• Experience in requirements gathering and solution design
• Background in system integrations
• Experience with tools like Postman, Jira, Salesforce, or similar support and developer tooling

How You Work

You are energetic, driven, and hands-on. You approach problems with curiosity and persistence.

• You take ownership from start to finish
• You communicate clearly and confidently
• You stay calm under pressure
• You focus on outcomes rather than activity
• You learn quickly and adapt to new technologies
• You work collaboratively across teams
• You meet commitments consistently

What You Are Not

• Treats support as a ticket-closing exercise
• Escalates issues without meaningful analysis
• Struggles to communicate with customers clearly
• Avoids ownership when problems become complex
• Needs constant supervision to stay organised
• Prefers routine over problem-solving

Why Join Testsigma

• Work directly with engineering and QA teams at large enterprises across the US, APAC, and Europe
• Act as the voice of the customer with direct influence on product priorities
• Grow into L2, TAM, or Solutions Engineering tracks based on performance
• Build deep product expertise in a fast-growing test automation category
• Flat hierarchy, continuous learning, and direct exposure to product and engineering teams
• 100% company-paid medical insurance, daily catered lunch, and free snacks

One Question to Ask Yourself

Have I solved technical problems for customers where I was responsible not only for finding the root cause, but also for communicating clearly, coordinating internally, and ensuring the customer regained confidence in the product?

If yes, and if helping global engineering teams automate testing at speed and scale sounds like the right next chapter, we should talk.

When applying, include a specific example of a technically challenging customer issue you resolved, how you communicated throughout the process, and what you learned from it. We read every application.