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    Lead Automation Support - Noida, India - BrowserStack

    BrowserStack
    BrowserStack Noida, India

    6 days ago

    Default job background
    Full time
    Description

    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-CertifiedTM
  • Named "SaaS Startup of the Year" in 2022 by SaaSBOOMi
  • Ranked in Forbes Cloud 100 in for the second time
  • Featured in LinkedIn Top Startups India 2018

    • Role in a Nutshell

    As an Automation Support Lead, you will assist with technical/functional related to automation testing products (Automate/ App automate / Percy )
    You will take the necessary steps to resolve customer issues by debugging finding a solution and which may involve Cross Team Collaboration.

    As a Lead, you will be closely working with Product and engineering functions and provide technical leadership to the team. These technical queries may be related to product/ Testing tools and testing frameworks, customer's network, BrowserStack's infrastructure, website, mobile application, etc
    Provide world-class support to customers and handle escalations and resolve complex issues and guide mentor junior eng to improve the quality of their work

    Desired Experience :

    ● Should have overall 6-8 years exp of which minimum 1-year exp at team leadership/coaching experience in some capacity desired. Within the overall exp around 2-3 years experience in a similar business function

    ● Exposure to at least one programming language: Java, Nodejs, Python, etc

    ● Bachelor's degree in Engineering or related discipline.

    ● Strong verbal and written communication skills.

    ● Possess an understanding of the "services business" in a high-tech environment.

    ● Must be customer service oriented, collaborative, adaptable, and innovative.

    ● Demonstrated leadership abilities and was achievement-oriented.

    ● Excellent people management skills, analytical and problem-solving skills, combined with the ability to provide a quick resolution to problems.

    ● Knowledge and exposure to automation testing frameworks e.g.Selenium, Appium, etc would be an advantage.

    ● Self-initiative, excellent listening skills, and commercial sensitivity.

    ● Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.

    ● Ability to interpret information gathered by tools and act upon it.

    ● Demonstrate vision, creativity, technical engineering expertise, business acumen, and a willingness to travel as needed

    Technical Skills:

    Know-how of major networking concepts (ability to understand API/REST calls, diagnose and troubleshoot, SSL/TLS, TCP/IP, Network Troubleshooting Tools (Browser Dev Tools/Firewall/Proxy, etc).

    Able to write SQL queries.

    Should have hands-on experience in writing scripts using bash, cURL, and/or PowerShell.

    Added Advantage:

    CICD Tools,

    Cloud Technologies, AWS preferably.

    Knowledge on version control systems, like GitLab, Github, Bitbucket, etc.

    Basic understanding of any support ticketing system

    What will you do:

    ● Develop, create, and maintain a cross-functional team responsible for supporting assigned BrowserStack Automation products.

    ● Manage daily logistics for the team, including scheduling.

    ● Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business.

    ● Develop and motivate a team of Automate Support engineers through performance coaching, career planning, and professional development objectives.

    ● Foster a strong collaborative environment where all processes and procedures are followed. ● Takes personal responsibility for directing and influencing others to respond and adapt to change and effectively communicate change initiatives to direct reports.

    ● Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.

    ● Facilitate customer resolution for escalated calls by engaging with Engineering, Product Management, Sales, and other stakeholders as necessary.

    ● Manage a team to attain business objectives and establish KRs.

    ● Manage individual group performance goals and collaborate with all other support teams to meet the overall business performance goals.

    ● Manage staffing to meet the cyclic demands of your team's assigned queues.

    ● Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience.

    ● Work with other team leads and managers to ensure operational consistency.

    ● Drive continuous improvement in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.

    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
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