Technical Support Specialist

About Tricentis

Tricentis is a global leader in agentic quality engineering. More than 3,000 customers, including some of the world’s most respected brands, rely on the Tricentis Agentic Quality Engineering Platform to test, govern, and release software faster and with confidence. In 2025, we were named a Leader in the first-ever Gartner® Magic Quadrant™ for AI-Augmented Software Testing Tools and in The Forrester Wave™: Autonomous Testing Platforms, Q4 2025.

About the role

As a Technical Support Specialist, you’re the expert our customers turn to when something isn’t working. You’ll analyze, troubleshoot, and resolve technical cases from customers of every size, from fast-moving product teams to Global 2000 enterprises running mission-critical SAP, Salesforce, and Oracle landscapes.

You’ll work with customers through the Tricentis Support Hub, email, chat, and the occasional call or remote session. You’ll also partner with Tier 2, R&D, Product, and Customer Success to get to root cause. We’ll train you in depth on one or more products in our platform: Tosca, Tosca Cloud, qTest, NeoLoad, LiveCompare, SeaLights, Vera, Testim, or Data Integrity, including the agentic AI capabilities that now run across them.

What you’ll do

• Own cases end to end. Reproduce issues, analyze logs, HAR files, and configurations, and drive each case to resolution within SLA.
• Diagnose across the stack. Troubleshoot installation, licensing, configuration, integration, authentication, and performance issues in both on-premises and SaaS environments.
• Find the real defects. Recognize when a behavior is a product bug, build a clean reproduction, and escalate to Tier 2 and R&D with the evidence they need.
• Support AI-powered features. Help customers set up and troubleshoot agentic capabilities such as Tricentis Agentic Test Automation and our remote MCP servers.
• Communicate with clarity. Set expectations, give regular updates, and translate technical findings into plain language for both engineers and business stakeholders.
• Work smarter with AI. Use AI-assisted tools and our internal knowledge bases to research faster, while applying your own judgment to every answer you send.
• Grow our knowledge base. Write and improve knowledge articles so customers and colleagues can solve known issues themselves.
• Spot patterns. Flag recurring issues across cases and share them with Product and Engineering to improve the product.

What you bring

Must have

• A bachelor’s degree in Computer Science, Computer Engineering, or a related field.
• 3+ years in technical, application, or product support in a customer-facing role.
• A solid understanding of software development and testing concepts (SDLC, STLC, and test automation).
• Working knowledge of databases and SQL, networking (HTTP/S, proxies, certificates), authentication (SSO, SAML, OAuth), and at least one scripting or programming language.
• Comfort with Windows and Linux, and familiarity with cloud platforms (AWS or Azure) and containers (Docker, Kubernetes).
• Strong written and verbal communication skills in English, and a customer-first mindset when making decisions.
• Experience with ITIL practices in a service desk or support environment, and with tools such as ServiceNow and Jira.
• Ability to work in a hybrid arrangement, with a minimum of 3 days per week onsite at our office.

Highly desirable

Hands-on experience with any of these Tricentis products, or similar tools:

• Tosca and Tosca Cloud. Codeless, model-based test automation for enterprise apps, powered by Vision AI and agentic AI. Related technologies include Distributed Execution (DEX), API testing and service virtualization (OSV), mobile testing, SAP, Salesforce, database, and mainframe engines, and Tricentis Agentic Test Automation.
• qTest. Centralized test management that unifies and scales testing across teams. Related technologies include Jira integration, CI/CD (Jenkins, Azure DevOps, GitHub Actions), REST APIs, PostgreSQL, Docker, AWS, and Linux.

We’d also love to see:

• Tricentis Academy courses or certifications.
• Experience using AI or LLM tools, writing prompts, or working with agent workflows.
• A software QA background and an interest in moving into support, or a support background and an interest in growing into quality engineering.

Why Tricentis

• Work at the forefront of AI in software quality, on the industry’s first end-to-end enterprise agentic quality engineering platform.
• Get in-depth product training and Tricentis Academy certifications.
• Build your career, locally and internationally, with paths into Tier 2 support, solution architecture, customer success, and quality engineering.
• Earn a competitive salary and a performance-based bonus.
• Join a collaborative global team in a fast-growing company.

Our core values

• Demonstrate self-awareness: Own your strengths and limitations.
• Finish what we start: Do what we say we are going to do.
• Move fast: Create momentum and efficiency.
• Run towards change: Challenge the status quo.
• Serve our customers and communities: Create a positive experience with each interaction.
• Solve problems together: We win or lose as one team.
• Think big and believe: Set extraordinary goals and believe you can achieve them.

If you want to help the world’s leading enterprises release high-quality software with confidence, apply now.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.