Senior Product Support Specialist (apac)

Senior Product Support Specialist

Founded in 2016, Katalon is the category leader in AI-augmented software testing, empowering hybrid testers—those blending manual, automation, and AI skills—to deliver exceptional digital experiences. Katalon enables 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 across 80+ countries, many of which are in the Fortune Global 500. Katalon has been named a G2 Leader in software testing for 11 consecutive quarters and a Great Place to Work for three consecutive years. Our fast-growing SaaS testing platform is looking to add a Customer Support Hero to the team:

• As a Senior Product Support Specialist, your role is to provide answers to Katalon customers' issues, recommend solutions, and guide users through features and functionalities
• To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust, and also be familiar with help desk software
• Ultimately, you will help establish our reputation as a company that offers excellent technical support to our customers
• An ideal applicant would be self-driven, with an interest in digging deep into problems, and draw satisfaction from going above and beyond to provide solutions

Responsibilities:

• First point of contact to handle customer questions, error reports, feature suggestions, or license inquiries
• Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLAs are met
• Analyze the logs and reproduce the issue to identify the root cause.
• Participate in customer troubleshooting calls to identify and resolve critical or recurring issues
• Assist customers in integrating Katalon products with their internal systems or third-party tools (e.g., Jira, Jenkins, GitHub), including advanced custom configurations.
• Offer assistance for advanced and high-priority technical challenges that exceed standard support capabilities.
• Conduct tailored training sessions on product functionality, explore advanced features in depth, and facilitate best practices and knowledge-sharing workshops.
• Collaborate with cross-functional teams (Support, Product, Success and other teams) to address customer needs and improve product functionality.
• Develop and maintain a vast knowledge of our products and services - be an expert
• Manage the self-support documents, FAQ articles