Senior Product Support Specialist (APAC)

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

Requirements

• 5+ years of hands-on experience in Automation Testing (mobile testing, web-based testing, API testing, or WinApp testing)
• Proficiency in one or more of the following programming languages: Python, Java, JavaScript.
• Practical expertise in mobile testing, web-based testing, API testing, and WinApp testing; Network experience is a strong advantage.
• Demonstrated self-starting and supportive team spirit.
• Ability to effectively multitask and excel in a fast-paced environment.
• Strong command of English for effective communication and presentation skills. 
• Comfortable working in and assisting others through company help desk software, such as Salesforce in addition to other remote access desktop programs
• Aptitude to learn and understand new and emerging technologies
• Be organized, patient, empathetic, and able to listen to customers to provide excellent service and support

Benefits

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Total Remuneration: Satisfying your financial goals through competitive compensation and periodic performance bonuses.
• Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.
• Physical & Mental Health: Staying healthy through comprehensive health plans, and generous paid leaves.
• Diversity, Equity & Inclusion: Becoming part of a global team that celebrates differences and equal opportunity.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.