Product Support Team Leader (US, Automation Testing & Customer Service) - Katalon, Inc.

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and 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 100,000 users across 30,000 teams of all shapes & sizes, many of which are in the Fortune Global 500, such as PwC, KMPG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as Gartner, Capterra, and IT Central Station.

Katalon is headquartered in Atlanta, GA. For more info about Katalon, please visit https://katalon.com/

We take our customers’ problems very seriously, and providing quick, friendly help to our users is a top priority throughout the company. Being a Customer Support Specialist requires, above all, the ability to learn. Most of the questions you’ll answer will be from developers and QA engineers on a broad range of topics.

As a Product Support Team Leader, your role is to provide answers to Katalon customers’ issues, recommend solutions, and guide users through features and functionalities

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:

• Oversee and drive the product support team's strategic direction, aligning support operations with overall product goals and customer satisfaction metrics.
• Serve as the primary point of contact for enterprise customers, championing their needs and ensuring exceptional customer experiences.
• Cultivate a high-performing support team through mentorship, coaching, and fostering a collaborative environment.
• Onboarding new-comers to the team and guiding them through their first 30-60-90 day journey. 
• Manage support ticket lifecycle, ensuring timely resolution of issues and adherence to service level agreements (SLAs).
• Effectively handle critical support incidents, coordinating with cross-functional teams to drive swift resolution.
• Develop and maintain a comprehensive knowledge base to empower the team and provide efficient customer support.
• Proactively identify opportunities to enhance support processes, tools, and team capabilities.
• Gather and analyze customer feedback to inform product improvements and drive customer satisfaction.

Requirements

Qualifications

• 4-8 years of experience (with 2 years of team-leading experience for technical support teams), demonstrating a track record of success in customer satisfaction and team development.
• Strong understanding of automation testing, software testing concepts, and emerging technologies.
• Passion for delivering exceptional customer service and building strong relationships with enterprise clients.
• Ability to think critically, analyze data, and develop strategic plans to improve support operations.
• Excellent written and verbal communication skills, capable of effectively interacting with customers and technical teams.
• Proven ability to diagnose and resolve complex technical issues efficiently.
• Experience building and leading high-performing teams, fostering a collaborative and supportive culture.

Bonus Points

• Experience with Selenium, Integrated Development Environment, Software Test Automation, CI/CD.
• Knowledge of DevOps or development methodologies.
• Experience in start-ups or SaaS organizations.

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!

• Attractive compensation package with achievable and compelling Quarterly Performance Bonus (modeled at 90% gross monthly salary)
• Self-Managed Paid Time Off (PTO) - We trust that everyone working at Katalon is a true professional and responsible talent. When you’re sick, take the time you need to get better. Enjoy your time off if you need a break to refresh and reboot.
• 100% company-paid Medical, Dental, & Vision insurance for you and your dependents
• 401(k) retirement plan with company match
• Diverse, Equal, Inclusive, and Belonging work environment

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.