Cypress.io · 7 hours ago
Support Engineer
United States
Full-time
Remote
Entry, Mid LevelCypress is a company focused on enhancing software testing efficiency and reliability, serving a vast community of developers worldwide. The Support Engineer role involves assisting developers with technical issues related to Cypress products, including debugging, troubleshooting, and collaborating with various teams to ensure customer success.
Computer Software
No H1B
Responsibilities
Own technical support cases from initial intake through resolution or escalation, maintaining context across asynchronous communication
Reproduce and debug complex issues by isolating minimal test cases across local and CI environments
Apply sound technical judgment to distinguish between product bugs, expected behavior, configuration issues, and feature requests
Develop deep expertise in the Cypress Test Runner and Cypress Cloud, including configuration, authentication, performance, CI/CD workflows, and integrations
Troubleshoot CI failures and modern web stacks using browser DevTools, network analysis, logs, and test code
Communicate clearly and empathetically, translating complex technical findings into audience-appropriate explanations
Triage and prioritize incoming cases based on urgency, impact, and complexity
Identify patterns across customer issues and advocate internally for product, documentation, or process improvements
Partner with Engineering and Product to escalate bugs with clear reproduction steps and impact analysis
Improve documentation quality by creating pull requests informed by real customer needs
Contribute to internal runbooks and knowledge bases to capture common issues and proven resolutions
Qualification
Required
Strong empathy and a customer-first mindset
Solid experience with JavaScript, modern web applications, and testing workflows
Working knowledge of version control systems and common hosts (e.g., GitHub, Bitbucket)
Comfort troubleshooting across macOS, Windows, and Linux environments
Experience working in terminal-based workflows
Ability to reason through incomplete information and determine effective next steps
Excellent written communication skills in asynchronous, text-first environments
Strong attention to detail and accuracy in technical investigation
Demonstrated follow-through and ownership, seeing issues through to resolution
Ability to triage and prioritize work based on impact and urgency
A customer advocacy mindset, with the ability to build trust and credibility as a technical advisor
Preferred
Experience supporting developer-facing SaaS products
Familiarity with CI/CD systems such as GitHub Actions, CircleCI, Jenkins, or similar
Experience with modern frontend frameworks and tooling (React, Vite, Webpack)
Experience contributing to open source projects or reviewing pull requests
Experience in a manual QA or test automation role
Interest in customer-facing technical work within a Developer Experience organization, including customer education, enablement, and long-term adoption
Company
Cypress.io
Cypress is a quality testing platform that brings together the open-source Cypress App tool and the Cypress Cloud platform, supporting the entire testing lifecycle.
Founded in 2015
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tim Gribble
CFO
Brit Suits
Senior Talent Partner
Recent News
2024-04-06
2024-04-06
Company data provided by crunchbase