Technical Support Engineer

Job Role

Technical Support Engineer

Job Description

| Global Market for QA Markets are changing rapidly, and there is a demand for quick software releases. Agile development has become mainstream; on a global scale, 92% of developer teams adopt agile development, 71% of which aim to release at least once a week. With such a rapid cycle, manual verification is too time-consuming, and there is an urgent need for automation. Our services can solve these critical challenges and make our clients a competitive advantage in software development. QA’s global budget is said to reach over $1 trillion. We are rapidly expanding our service reach internationally to win this vast global market. | About Us Autify, Inc. is a start-up company founded in San Francisco by a team of engineers who were the first Japanese team to graduate from the top US accelerator, Alchemist Accelerator. With the mission to increase creativity with the power of tech, we develop and provide Autify, an AI-powered software testing automation platform. In October 2019, we officially released Autify for Web, our test automation software that targets web applications. Also, in October 2021, Autify for Mobile for mobile app testing was officially launched, and we closed our $10M Series A. Although the product lineup is continuing to expand, and we have been able to provide all basic functions needed in a test automation platform, we continue to receive requests for new features and improvements. | About This Role The Technical Support Engineering (TSE) team is part of the Engineering department and was created to investigate and solve technical issues from customers that cannot be resolved by the first-tier Customer Support team. Investigation is the primary focus, but TSE is also expected to help improve the capability of the Customer Support team to answer simple inquiries by themselves. This help can come in the form of documenting known issues, writing customer-facing documentation or providing training. Additionally, the team can propose logging and debugging improvements to both broaden and deepen the team’s investigation capability, carry out minor coding projects to implement said improvements, contribute to product documentation, and last but not least, make product improvement suggestions based on reported customer issues. Since the root cause of a customer issue could occur anywhere within the Autify system, TSEs are required to develop a very broad understanding of Autify’s product architecture and infrastructure so that they can make a reasonable assumption about where to start investigating before digging deeper as and when needed. Our primary stakeholders are the Customer Support and Customer Success teams, and we hold a variety of regular sync meetings with those teams to share information about potential issues, known issues, and any current investigations that are in progress and potentially of interest. As with the wider Engineering department, TSE uses the Scrum project management framework for its daily work. The associated Scrum ceremonies (daily stand-ups, refinements, retrospective & planning), as well as a weekly team meeting, are all held in English. Additionally, ad-hoc meetings may be held, such as for pair investigation work, and these can be done in English or Japanese depending on the preference and ability of the attending members. Note: This role is aimed at supporting customers in the Japanese market, so you must be able to work in Japan standard time. Working hours are flexible but you must be available during the core collaboration hours of 10 am to 2 pm JST. Responsibilities - Respond to technical inquiries from the Customer Support and Customer Success teams - Work with your TSE colleagues and other Engineering teams to investigate issues, devise potential workarounds, and try to determine the root cause of those issues - Verify and escalate product bugs to the appropriate Development team - Propose new features and stability improvements based on the results of your investigations - Contribute to both internal and customer-facing documentation - Ensure efficient communication and collaboration between all the stakeholders across the escalation chain

Required skills & Experience