Technical Support Specialist

Tricentis; Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Hybrid work arrangement

Market leader in model-based testing

Job summary

Tricentis is expanding its Manila footprint and seeks a Technical Support Specialist to handle analysis, troubleshooting, and resolution of customer inquiries for Tosca, qTest/Vera, and NeoLoad. You will manage license provisioning for SaaS products, maintain records, and coordinate with internal teams for a seamless customer experience.

You should have a BS degree and 3+ years in technical support or license delivery, with strong communication and ITIL exposure.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or Computer Engineering.
• Minimum 3+ years in technical, application, product support or license delivery in a customer-facing role.
• Strong understanding of Software Development Life Cycle and Software Testing Life Cycle concepts; licensing knowledge is a plus.
• Customer-centric attitude with strong written and verbal communication.
• Experience applying ITIL practices in technical support and license fulfillment.

Responsibilities

• Analyze, process, troubleshoot, and resolve technical inquiries and requests from customers using Tricentis products.
• Manage end-to-end license provisioning and delivery for SaaS offerings and handle related communications.
• Interact via self-service portal, email, chat, and calls; coordinate with internal partners to ensure a positive customer experience.
• Maintain accurate records, onboard new clients, and identify incident trends for service improvement.
• Be trained in Tricentis Platform modules such as Tosca, qTest, NeoLoad, Vera and more.

Skills

Customer-centric

Verbal & written communication

Problem solving

Team collaboration

License provisioning

Education

Bachelor's degree in Computer Science, Information Technology or Computer Engineering

Tools

ITIL practices

Job description

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 the market leader in continuous testing and quality engineering.JOB SUMMARY:As a Technical Support Specialist, you will be responsible for the analysis, processing, troubleshooting, technical recommendation and resolution of technical inquiries, cases and requests from our customers who uses our products namely Tosca, QTest/Vera and Neoload. The role also requires a good understanding of license provisioning and delivery model of a Software-As-A-Service product and will be responsible for creation, administration, and distribution of software licenses, as well as handling related customer communication.RESPONSIBILITIES:The Support responsibilities include but is not limited to the following;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 and internal partners to deliver an excellent customer experience from license provisioning to technical support.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.Provide timely customer support, manage end-to-end license operations and delivery, maintain accurate records, help onboard new clients, resolve license-related issues, analyze request and incident trends, and coordinate across departments.QUALIFICATIONS/REQUIREMENTS:Bachelor’s degree in Computer Science, Information Technology or Computer Engineering.Minimum of 3+ years of relevant experience in either technical, application, product support or license delivery in a customer facing role.A very good understanding of Software Development Life Cyle and Software Testing Life Cyle concepts. In addition, knowledge of licensing technologies and delivery model is an advantage.Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge. Must be detail oriented and has a structured approach in problem solving.Excellent verbal and written communication skills, with a strong ability to engage effectively with customers and business partners. Proven experience in applying ITIL best practices, particularly in technical support and license request fulfillment, is highly desirable.WHAT YOU’LL GET:Market competitive salary + success-oriented bonus.Day 1 HMO coverage with 3 free dependents.Hybrid work arrangement (3x Onsite, 2x WFH)Work with the market leader in model-based automation testing.Supportive and engaged leadership team.OUR CORE VALUES:At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.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.Move fast: Create momentum and efficiency.Demonstrate self-awareness: Own your own strengths and limitations.Finish what we start: Do what we say we are going to do.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 ComplianceWe 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.