Technical Support Specialist

Tricentis Philippines Inc.; Manila; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Day 1 HMO coverage with 3 dependents

Hybrid work arrangement

Job summary

Tricentis Philippines Inc. is seeking a Technical Support Specialist in Manila to analyze, process, troubleshoot, and resolve technical inquiries for Tosca, QTest/Vera, and NeoLoad.

The role includes license provisioning and delivery management, plus handling related customer communications. The ideal candidate has 3+ years in customer-facing support and a solid understanding of SDLC/STLC, with ITIL knowledge considered a strong advantage.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or Computer Engineering.
• 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 technologies and delivery model knowledge is a plus.
• Customer-centric attitude with sound decision-making based on customer needs and product knowledge.
• Detail-oriented with structured problem-solving approach.
• Excellent verbal and written communication skills with customers and partners.
• ITIL practices in technical support and license fulfillment are desirable.

Responsibilities

• Provide analysis, troubleshooting, and resolution for technical inquiries via self-service portal, email, chat, and calls.
• Collaborate with customers and internal partners to ensure license provisioning and support excellence.
• Be flexible and detail-oriented, and willing to be trained on Tricentis platform modules.
• Manage end-to-end license operations and delivery, onboarding new clients, and tracking issues.
• Analyze request and incident trends and coordinate across departments.

Skills

Customer-facing

Licensing

License delivery

Verbal communication

Education

Bachelor’s degree in CS/IT/CE

Tools

Tosca

qTest/Vera

NeoLoad

LiveCompare

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 Compliance

We 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.

Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provide a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. Tricentis has more than 3,000 customers, including the largest brands in the world, such as McKesson, Allianz, Telstra, Dolby, and Vodafone. To learn more, visit https://www.tricentis.com.