L2 Technical Support Engineer - TestRail

TestRail is a world-class test management solution that helps quality assurance (QA), engineering, and development teams speed up testing, improve product quality, and ship releases faster. More than 11,000 organizations like NASA, Apple, Microsoft, Activision Blizzard, and Amazon trust TestRail to power their QA and test management processes. We’re seeking an L2 Technical Support Engineer to join our team. If you have outstanding troubleshooting skills and enjoy working with development and testing tools, we want you to join our award-winning support team. ​ Responsabilities ​Help customers troubleshoot issues via email, phone and desktop sharing. ​Answer product related and technical customer queries ​Guide new customers through their product evaluation and answer their technical questions. ​Support Enterprise customers remotely with installing, updating and maintaining TestRail. ​Work on numerous business and self-oriented initiatives year over year Liaison with Product and Dev team to ensure resolution of high priority bugs and timely deployment of feature requests Assist L1 engineers with ongoing investigations Represent Quality in Support in any customer interaction ​Required Experience: ​At least 2 years in tech support L2 or similar roles. Degree in Computer Sciences or related field Database management knowledge is a plus Testing process knowledge is desirable SQL knowledge is welcome. ​ ​ Requirements ​Excellent English writing and communication skills ​Broad technical curiosity and proven technical understanding ​Experience with both Windows and Linux servers ​Experience with at least one major scripting or programming ​Good understanding of networking and web technologies ​Knowledge of the software testing and development process is a plus ​Extremely self-motivated, driven and customer-oriented Capacity to understand work metrics and manage own work to achieve targets An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities). In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting [email protected]. Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.