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Posted Feb 03

Customer Support Engineer @ Sauce Labs

San Francisco, CA, United States Full Time

Who we are:

Sauce Labs lives at the intersection of agile software delivery and the infrastructure required to enable fast turnaround cycles and frequent releases. We feel passionate about building a product which enables software development teams to ship high-quality software faster.

The role:

Want to get your hands dirty with the latest technologies? Want to collaborate with and learn from world class engineers? Join the Sauce Labs Customer Support Team and work with customers big and small who are changing the way software development is done. Our team is highly collaborative and always learning. If you love solving problems and helping people, then read on!

What you’ll own/do:

  • Help customers solve technical problems
  • Answer questions about the product's capabilities
  • Reproduce customer issues
  • Isolate issues to their simplest reproducible case
  • Report bugs to our developers
  • Manage queue of support tickets and provide regular updates to open tickets
  • Respond quickly (but personally) to customers, primarily by email with occasional phone calls
  • Develop customer-facing documentation
  • Develop code samples demonstrating Selenium testing in the Sauce cloud

Our ideal candidate has:

  • Programming experience with at least one of the following languages: Javascript, Python, Ruby, PHP, Java, C#
  • Knowledge of HTML, CSS, Javascript (please expect a take-home test as part of the interview process)
  • At least 6 months experience as a developer or supporting developers
  • Experience working with customers
  • Good written communication skills (expect to write a short essay as part of the interview process)
  • An intrinsic desire to help customers (and the patience to do so)
  • An affinity for being a detective, an experimenter, an interpreter, and a team player

Bonus points for:

  • Experience with Selenium and/or Appium
  • Knowledge of CI software (Travis, Jenkins, Bamboo)
  • Familiarity with test automation frameworks (JUnit, TestNG, Protractor, Cucumber, Capybara, Jasmine, Mocha, Karma)
  • Comfort with the Unix command line and/or Unix system administration
  • Experience with troubleshooting networking issues, HTTP proxies, firewalls

Oh yeah, and we also offer stuff too:

  • Competitive salaries
  • Health, dental, vision insurance
  • 401K matching
  • Generous vacation
  • Casual work environment with some of the leaders in the field

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