L2 Senior Support Engineer

We are looking to onboard a Technical Account Manager (TAM) or a Senior L2 Support Engineer who can serve as a strong technical partner to our customers. This role is ideal for someone who understands the world of test automation, has a problem-solving mindset, and can work closely with both technical and non-technical teams to ensure customer success.

Responsibilities :

- Act as a trusted technical advisor for key customers throughout their lifecycle, from onboarding to adoption and beyond.

- Take ownership of escalated L2 technical issues related to Web, Mobile (Android and iOS), and API testing within the platform.

- Work with customers on automation strategies, framework setup, tagging conventions, and CI/CD integrations.

- Partner with Customer Success Managers to align on customer goals, track milestones, and ensure adoption.

- Proactively monitor account usage, ticket trends, and risk signals.

- Engage early to prevent escalations.

- Deliver structured technical onboarding, live debugging support, and periodic solution reviews.

- Identify repeated problem areas and work with internal teams to suggest product enhancements.

- Support a 24x5 coverage model on rotation while adhering to defined SLAs.

Requirements :

- 4+ years of experience in a customer-facing technical or support role, preferably in SaaS, QA, or DevOps environments.

- Good understanding of test automation, including cross-browser and mobile testing concepts.

- Familiarity with web technologies such as HTML, CSS, and browser DevTools.

- Awareness of scripting or programming in JavaScript, Java, or Python is preferred.

- Understanding of web-based application stacks, testing frameworks, and CI/CD pipelines.

- Strong communication skills, with the ability to clearly explain technical topics to varied audiences.

- Proven experience in managing customer relationships and driving technical conversations.

- High sense of ownership, attention to detail, and ability to work independently.

- Prior experience with automation platforms or QA tools.

- Exposure to hybrid cloud SaaS environments.

- Experience supporting enterprise customers across regions.

- Ability to create enablement assets or contribute to internal knowledge repositories.