Senior Front-end Software Engineer (Troubleshooting Focus)

Katalon, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Katalon, Inc. is seeking a Senior Front-end Software Engineer focused on troubleshooting to collaborate with engineering and product teams. This key role involves providing solutions for customer-reported issues, mastering product understanding, and leading support initiatives. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for problem-solving in a dynamic environment.

Benefits

Competitive Pay & Bonuses

Comprehensive health coverage

Flexible work options

Generous time off

Location-tailored benefits

Modern facilities

Room to grow and thrive

Qualifications

• At least 3 years of experience in a technical support role focusing on customer issues.
• Proficiency in analyzing and debugging software systems.
• Familiarity with RESTful APIs and troubleshooting API calls.

Responsibilities

• Collaborate with teams to resolve complex customer-reported issues.
• Analyze customer environments to troubleshoot and propose solutions.
• Oversee the Support Engineering sub-team’s daily work and provide training.

Skills

Problem-solving

Analytical skills

Communication skills

Customer-centric mindset

Education

Bachelor's degree in Computer Science

Job description

Senior Front-end Software Engineer (Troubleshooting Focus)

Founded in 2016,Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe,many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.

Job Summary

Katalon Studio is a leading test automation solution that simplifies the process of creating and managing automated tests. It supports web, API, mobile, and desktop applications, providing a comprehensive and intuitive platform for test automation. With its robust features, including record and playback, scriptless test creation, and extensive integration capabilities, Katalon Studio empowers teams to achieve higher efficiency and accuracy in their testing processes.

Your opportunities/responsibilities:

• Collaborate closely with Engineering & Product teams to understand product functionality and provide solutions to complex customer-reported issues.
• Analyze customer environments and logs, investigate, troubleshoot, propose recommendations or workarounds, and resolve advanced technical issues reported by customers, ensuring timely and effective resolution while meeting SLAs.
• Lead customer troubleshooting calls to identify and resolve critical or recurring issues.
• Develop and maintain a thorough knowledge of the product, becoming a technical expert to guide customers and internal teams (Product Support, Customer Success, Solution Engineering).
• Assist in creating and updating technical documentation, FAQs, and self-service resources to improve customer self-support.
• Conduct in-depth technical analysis to reproduce issues in internal environments and escalate unresolved problems to the Product Engineering team.
• Gather insights from recurring customer feedback or issues and collaborate with cross-functional teams to prioritize fixes or feature enhancements.
• Advocate for customers by ensuring their technical needs and concerns are effectively communicated within the organization.
• Oversee the Support Engineering sub-team’s daily work, deliver technical training for new team members and ensure their successful integration into the team.

Requirements

Must-have:

• A Bachelor's degree in Computer Science, Engineering, or a related technical field.
• At least 3 years of experience in a technical support, software development, or systems engineering role with a focus on resolving customer-facing issues.
• Proficiency in analyzing and debugging software systems, including reading logs and investigating backend workflows.
• Familiarity with RESTful APIs, troubleshooting API calls, and identifying integration-related issues.
• Strong problem-solving, analytical, and organizational skills with a detail-oriented mindset.
• Excellent verbal and written communication skills in English.
• A willingness to research and gain knowledge of automation frameworks (Selenium, Appium, Cypress, Playwright)

Nice-to-have:

• Experience in SaaS product support or IT support roles.
• Background in using development and debugging tools (e.g., Postman, debugging logs, monitoring tools).
• Familiarity with cloud environments like AWS, Kubernetes, or Docker.
• Strong knowledge of automation testing frameworks
• Experience with customer support tools such as Zendesk or Service Cloud.

Soft Skills:

• Strong customer-centric mindset with a commitment to delivering exceptional service.
• Ability to work effectively under pressure and manage multiple customer cases simultaneously.
• Empathetic, patient, and an excellent listener with the ability to translate technical concepts into customer-friendly language.
• A proactive and collaborative attitude, with a willingness to take ownership of complex problems and drive them to resolution.

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it.Take a better look below!

• Competitive Pay & Bonuses:We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
• Your Health & Happiness Matter:Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
• Location-Tailored Benefits:Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
• Everything You Need to Succeed:Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
• A Place Where You Belong:Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
• Room to Grow & Thrive:Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.