Product Support Engineer

Who are we and what do we do?

BrowserStack is the world's leading software testing platform powering over two million tests every day across 19 global data centers. BrowserStack's products help developers build bug-free software for the 5 billion internet users accessing websites and mobile applications through millions of combinations of digital environments—devices, browsers, operating systems, and versions. We help Tesco, Shell, NVIDIA, Discovery, Wells Fargo, and over 50,000 customers deliver quality software at speed by moving testing to our Cloud. With BrowserStack, Dev and QA teams can move fast while delivering an amazing experience for every customer.

BrowserStack was founded by Ritesh Arora and Nakul Aggarwal in 2011 with the vision of becoming the testing infrastructure for the internet. We recently secured $200 million in Series B funding at a $4 billion valuation in June 2021.

At BrowserStack we solve real problems—each day is a unique challenge and an opportunity to make a difference. We strive to be open, transparent, and collaborative, so no feat is too big to achieve. BrowserStack is an extension of its people and a place where they can grow both professionally and personally. To that effect, we’re humbled to be recognized  by leading organizations around the world:

• BrowserStack is Great Place to Work-Certified™ 2020-21

• Named “SaaS Startup of the Year” in 2022 by SaaSBOOMi

• Ranked in Forbes Cloud 100 in 2021 - for the second time

• Featured in LinkedIn Top Startups India 2018

Who are we and what do we do?

BrowserStack is the world's leading software testing platform powering over two million tests every day across 15 global data centers. BrowserStack's products help developers build bug-free software for the 5 billion internet users accessing websites and mobile applications through millions of combinations of digital environments—devices, browsers, operating systems, and versions. We help Tesco, Shell, NVIDIA, Discovery, Wells Fargo, and over 50,000 customers deliver quality software at speed by moving testing to our Cloud. With BrowserStack, Dev and QA teams can move fast while delivering an amazing experience for every customer.

BrowserStack was founded by Ritesh Arora and Nakul Aggarwal in 2011 with the vision of becoming the testing infrastructure for the internet. We recently secured $200 million in Series B funding at a $4 billion valuation in June 2021.

At BrowserStack we solve real problems—each day is a unique challenge and an opportunity to make a difference. We strive to be open, transparent, and collaborative, so no feat is too big to achieve. BrowserStack is an extension of its people and a place where they can grow both professionally and personally. To that effect, we’re humbled to be recognized  by leading organizations around the world:

• BrowserStack is Great Place to Work-Certified™ 2020-21

• Named “SaaS Startup of the Year” in 2022 by SaaSBOOMi

• Ranked in Forbes Cloud 100 in 2021 - for the second time

• Featured in LinkedIn Top Startups India 2018

Role in nutshell:

A Product Support Engineer at Live, you will help our customers with technical queries related to manual testing products including 'Live', 'App Live', 'Screenshots', etc in an accurate and timely manner. You will troubleshoot and resolve  technical queries  related to the customer's network, BrowserStack's infrastructure, website, mobile application, etc

You will provide Support via Channels such as Email, Chat & Social Media around the clock 24//7
Also actively participate in the Product Team, Engineering Team, Customer Success Team, and Customer Engineering Team.

Desired experience:

• Minimum exp 2 years is required.

• In-depth knowledge of fundamentals on networking concepts

• Protocols (TCP/IP, UDP, ICMP)

• Internet protocols (HTTP, HTTPS) 

• Terms include SSL, DNS, Proxy, VPN, Firewall, etc.

• Preferred:  Working knowledge of at least one front-end scripting language HTML, XML, CSS, and JavaScript

• Strong verbal and written communication skills in English

• Analytical and problem-solving skills 

• Basic technical troubleshooting skills (L1)

• Preferred hands-on Exp on or at least a good understanding  of the below tools such as    CURL /Postman / Charles Proxy /Fiddler 

• Proven knowledge of commands like ping, tracert etc. 

What will you do? 

• Take ownership of support tickets and manage effective customer communication 

• Ability to understand customer issues with business impact and maintain the defined SLA for better customer experience

• Actively contribute to the public & internal Knowledge-base.

• Should be able to automate the repetitive daily tasks and focus on external projects to improve support operations.

• Participate in training new joinees.

Benefits:

In addition to your total compensation, you will be eligible for following benefits, which will be governed by the Company policy:

• Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000

• Gratuity as per payment of Gratuity Act, 1972

• Unlimited Time Off to ensure our people invest in their wellbeing, to rest and rejuvenate, spend quality time with family and friends 

• Remote-First work environment that allows our people to work from anywhere in India

Remote-First Benefit for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience

Benefits:

In addition to your total compensation, you will be eligible for following benefits, which will be governed by the Company policy:

• Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000

• Gratuity as per payment of Gratuity Act, 1972

• Unlimited Time Off to ensure our people invest in their wellbeing, to rest and rejuvenate, spend quality time with family and friends

• Remote-First work environment that allows our people to work from anywhere in India

• Remote-First Benefit for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience