Technical Support Specialist

2 weeks ago

Atlanta, Georgia, United States Tricentis Americas, Inc. Full time


As a Technical Support Specialist at Tricentis Americas, Inc., you will deliver expert guidance, advice, and technical assistance to a diverse clientele, ranging from seasoned professionals to enthusiastic novices, addressing challenges related to software applications.

Your extensive training in specialized domains will empower you to articulate complex technical information in a clear and concise manner to both internal teams and external clients.


Key Responsibilities:
Effectively manage intricate client service challenges, conducting thorough research and resolving issues promptly and efficiently. Develop comprehensive technical documentation to establish a knowledge repository for addressing support inquiries. Ensure timely responses to client inquiries while maintaining established service levels. Collaborate closely with development teams, service departments, and key account managers. Influence product evolution by reporting bugs and suggesting feature enhancements.

Required Qualifications:


A minimum of 3 years of experience in Technical Support, Test Analysis, Quality Assurance, or a customer-facing role. A Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field, or equivalent experience. Proficiency in at least one programming language such as C#, Java, Python, NodeJS, .NET, or Ruby. Familiarity with networking principles, load balancers, proxies, and diagnostic tools (e.g., browser debugging, Sumologic, DataDog, Splunk, Wireshark, Cloudwatch). Experience in deploying enterprise software applications on Windows, Linux, Docker, or Kubernetes. Knowledge of testing frameworks (Junit, TestNG, Cucumber) and Continuous Integration tools (Jenkins, Bamboo). Ability to manage, query, and configure databases such as MSSQL, DB2, Oracle, and MySQL. Competence in performing code-level analysis and debugging. Familiarity with software development methodologies (SDLC, Agile, etc.) and associated technologies (bug tracking, source control, change management, etc.). Understanding of enterprise architecture, particularly in high-scale, clustered Java web applications. Exceptional written, verbal, and listening skills to effectively communicate complex technical issues to appropriate audiences for resolution or education. Proficient in creating technical documentation and collaborating with technical writers to enhance existing materials.

A customer-centric mindset with the ability to make informed decisions based on client needs and product knowledge in a dynamic environment.

A commitment to continuous learning and personal growth.

Preferred Experience:
Experience in software development with a demonstrable portfolio. Familiarity with SAP and Microfocus ALM. Experience in deploying and configuring applications within AWS or Azure. Previous exposure to Tricentis products.

Core Values at Tricentis:
Understanding our objectives and the means to achieve them is crucial.

Tricentis core values shape our work culture and the behaviors we embody, fostering a fulfilling and successful work environment.


Exhibit Self-Awareness:
Acknowledge your strengths and areas for improvement.

Complete What We Initiate:
Fulfill commitments and promises made.

Act Swiftly:
Generate momentum and enhance efficiency.

Embrace Change:
Challenge existing norms and practices.

Support Our Clients and Communities:
Ensure a positive experience with every interaction.

Collaborate to Solve Challenges:
We succeed or fail as a unified team.

Think Ambitiously and Have Faith:
Set remarkable goals and believe in your ability to achieve them.

Why You Will Appreciate Working at Tricentis:
Competitive salary with performance-based bonuses. An encouraging and involved leadership team. Opportunities for career advancement and personal development. Comprehensive benefits package, including a 401(k) plan. Company-sponsored Disability and Life Insurance. A hybrid work environment. Our dedication to diversity and inclusion is profound. We actively seek individuals with diverse perspectives and take deliberate steps to ensure every voice is heard. Tricentis is proud to be an equal opportunity employer.

Qualified candidates will be considered for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

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