We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Opportunity

If you're a motivated and customer-focused Tier 3 Support Engineer, you could be a great match to this role!  We're looking for someone to join our  award-winning Support team. In this role, you will be responsible for helping the rest of our team and act as their technical expert and point of contact with engineering, ensuring smooth communication and operational efficiency across teams. You will work closely with the whole Support team (including those in different shifts), as well as cross-functionally with our Quality Assurance, Product and Engineering teams to provide our customers with a world-class user experience. This position requires strong communication skills regarding technical matters and a predisposition to constantly learn and adapt to new technologies.

As a Tier3 Engineer, you will support technical issues escalated, debug production errors, help troubleshoot directly with customers, perform forensics analysis in production environments, extract data from db, create support scripts and more!

You will work with the following IT stack (but you don't need to know all of them!):

• JavaScript: Node.js, React
• SQL / MongoDB sintaxis
• AWS
• Logging and CI/CD systems

Responsibilities include:

• Handling customer’s technical issues
• Support and help the rest of the Support team
• Report, investigate and solve production bugs
• Forensic analysis of issues
• Create and maintain documentation

The Team

As a member of our award-winning Support team, you will work closely with our geographically distributed Support Team as well as cross-functionally with the Panel, Quality Assurance, Product, and Professional Services teams to ensure we deliver the highest level of service to our users.  You will also support UserTesting team members across the globe with your product and technical expertise.

Requirements:

• You'll be a quick learner and have the skills to become one of the technical experts of the team 
• Ability to work in a team environment with agile methodology
• Genuinely passionate about customer success and satisfaction
• Strong analytical and problem-solving skills
• Experience with databases
• Experience with some of the following stacks: JavaScript, CSS, HTML and NodeJS
• Proactive and team player
• Full proficiency in English
• It's a plus if you have experience on mobile application Android or iOS

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.