Support Engineer (Dublin)

Provide excellent product support to our amazing & growing customer base.

We are looking for an outstanding support engineer to join our small team to help our customers successfully evaluate, adopt and use our popular products. This is not a typical support position and you can expect a variety of challenging tasks and problems as well as plenty of time to learn and improve your skills.

You will become an expert of our flagship test management tool TestRail and answer product questions via email, our forum and phone. You will also assist customers remotely with installing the product in a wide range of environments, troubleshoot technical issues, help customers configure product integrations and provide suggestions for API and product customizations.

You will also proactively stay in touch with our users, manage customer relationships, help new teams evaluate TestRail and support existing customers with all questions about TestRail. As part of this role you will also help us improve and optimize our evaluation, support, sales and customer success efforts.

To help us with these tasks, you have experience with the software testing and development process and you have a broad technical curiosity and proven technical understanding. You also have experience with different operating systems and their web stacks (e.g. Apache and IIS) as well as scripting. You also have the ability to communicate clearly and positively through written and spoken English and you are a great communicator who enjoys working with customers.

We are a small company and you can expect a wide array of opportunities to test and improve your skills as well as to share your knowledge with the team and the community. You will be working with products thousands of users and many of the world's best software teams use and love.

Not only will you be part of a great team and work with interesting products, you will directly interact with our customers and help them be more successful. Join us at our awesome Dublin office and we highly value work-life balance and offer great benefits and highly competitive compensation.


Requirements

To join our team for this position, you ideally meet the following criteria:

  • Relevant education and/or job experience
  • Excellent English writing and communication skills
  • Broad technical curiosity and proven technical understanding
  • Experience with both Windows and Linux servers and their web stacks
  • Experience with at least one major scripting or programming language
  • Good understanding of networking and web technologies
  • Knowledge of the software testing and development process
  • Self-motivated, driven and customer-oriented

Benefits

As a small and very successful software company we are able to offer the following benefits:

  • Highly competitive salary and benefits
  • Work on interesting projects with amazing customers
  • Work from our awesome office in Dublin
  • Environment and freedom to do the best work of your career yet
  • Excellent gear and all tools you need (e.g. MacBook Pro + big monitors)
  • Flexible working hours
  • At least 25 days paid vacation + public holidays
  • Chance to work on a passionate team that values work-life balance
  • Daily catered lunch and other office perks
  • Plenty of opportunities to learn, improve your skills and share your knowledge with the community as well as to grow with us

Responsibilities

To get a better understanding of this position, please see below for a list of typical tasks and projects you could be working on:

  • Answer product related and technical customer requests
  • Help customers troubleshoot issues via email, phone and desktop sharing
  • Guide new customers through the product evaluation
  • Support customers remotely with installing and updating our products
  • Occassionally demonstrate TestRail to technical users via deskop sharing
  • Assist customers with their migration to our products
  • Help teams integrate our products with their existing tools
  • Proactively follow-up and stay in touch with users and teams
  • Improve our documentation and help us optimize the customer experience

How to apply

Interested? We would love to hear from you. Please apply via email and make sure to include links to any projects you worked on, your GitHub or StackOverflow profile or similar.

Email your questions or application to: jobs@gurock.com
Quick Facts
  • We are a small and friendly software company
  • Many of the world's best software teams use our products
  • Join us at our Dublin or Berlin offices or work remotely
Our Awesome Customers