Technical Services Engineer

Technical Services Engineer

• Singapore, Sydney or Melbourne
• Full-time

Tricentis is looking for a full-time resource to onboard customers with our software testing solutions. The primary role of this individual will be to assist customers through the installation, upgrade, data migration, and troubleshooting of Tricentis On Premise products. The Technical Services Engineer will also provide internal teams with feedback to improve the reliability and scalability of our products/processes and assist Sales Engineers in scoping technical requirements for prospective Customers.

The Global Technical Services Team's primary goal is to ensure our customers love the results of their Tricentis products through exceptional onboarding and ongoing engagements. You will be interacting with customers daily, ensuring that our software is deployed and easily incorporated into their evolving enterprise architecture. You will be playing a critical role in driving successful adoption and continued use among the 10,000+ users of Tricentis' products across the globe through onboarding best practices. Additionally, this role will interface internally with all parts of the Tricentis organization.

As part of a growing team, the Technical Services Engineer will be a key contributor to our customers' success. Tricentis' largest customers will look towards the Technical Services Engineer for advice to ensure that our software is installed properly and optimized to fit into their existing infrastructure.

Additionally, as this is a predominantly customer facing role, the Technical Services Engineer should be willing to escalate potential roadblocks to Senior Management as needed and ensure critical tasks are documented appropriately.

What you'll do:

• Interact directly with current and prospective customers to ensure Tricentis testing tools are installed and working properly in their environment; including initial product configuration and integration with customer systems and tools
• Install and troubleshoot Java-based applications on Windows, and Linux platforms
• Install and troubleshoot C#/dotnet core applications on Windows
• Manage containerized application deployment using CNCF tools and industry standard tooling (i.e. Kubernetes, OpenShift, Helm)
• After Tricentis software is installed, validate basic functionality for each client installation to ensure client expectations are met and software is working optimally
• Assist Customer Success Managers, Engagement Managers, and Consultants by engaging to meet quick turnarounds for troubleshooting customer issues across the APAC region, periodically working outside of normal office hours and weekends
• Participate with Development, Engineering, Product Management and QA for Application Installability testing
• Provide customer assistance with On Premise product updates upon release
• Advising customers on best practices for network, security, and hardware configurations to optimize the use of Tricentis' products
• Interacting with the Customer Success, Technical Support and Product Development, Product Management teams to escalate and resolve product issues
• Potential onsite travel to visit customer sites (<5%)

Who you are:

Required Skills:

• Minimum 3 to 5 years of experience in an Engineering or DevOps role
• B.S. in computer science or software engineering or equivalent experience
• Excellent written and spoken communication skills in both English and Mandarin desired
• Experience working with cross-functional teams located in multiple time-zones
• Experience with application deployment, configuration, and troubleshooting Windows applications
• Experience with relational databases such as PostgreSQL, MSSQL, Oracle DB, and IBM DB2
• Experience with NoSQL databases such as MongoDB
• Experience with Linux and Windows OS administration
• Experience working with Infrastructure-as-a-Service (IaaS) and cloud platform operations (AWS, Azure, GCP)
• Experience with Cluster or High Availability environments
• Experience working with container orchestration platforms (Kubernetes, OpenShift)
• Familiarity with common industry tooling such as Elasticsearch, Jira, and Jenkins
• Ability to deploy and troubleshoot containerized applications using CNCF tools and industry standard tooling (Docker, CRI-O, Containerd, Podman)
• Experience with package management, configuration, and troubleshooting Linux applications
• Experience with user authentication methods and applications (Active Directory, LDAP, SSO, OAuth, SAML, Federation Server, Okta)
• Working knowledge of Enterprise Network Infrastructures, Enterprise Firewall Configuration, Application Load Balancing, OS Firewall configuration

Desired Skills:

• Multilingual
• Understanding of Cloud Native best practices
• Experience implementing CI/CD pipelines
• Experience with continuous delivery and automation tools
• Familiarity with connecting ALMs, build servers and automation frameworks (e.g. JIRA, Jenkins, etc.)
• Experience with Atlassian Products (Jira, Confluence) and integrating applications with the Atlassian ALM software suite.
• MSI Installer Troubleshooting
• Additional skills in the following are a plus: DotNet Core, Powershell, C#, JAVA, JVM, Node.js, Bash

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we'll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

• 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 & Communities: Create a positive experience with each interaction.
• Solve Problems Together: We win or lose as one team.
• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

We offer:

• Market competitive salary + success-oriented bonus
• Flexible working hours in a hybrid model
• Favourable working atmosphere in a rapidly expanding company
• Personal and professional development
• Permanent, full-time employment
• And more!

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

#LI-LL1