Product Support Engineer (AI Application)

Founded in 2016, Katalon is the category leader in AI-augmented software testing, empowering hybrid testers—those blending manual, automation, and AI skills—to deliver exceptional digital experiences. Katalon enables software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams across 80+ countries, many of which are in the Fortune Global 500. Katalon has been named a G2 Leader in software testing for 11 consecutive quarters and a Great Place to Work for three consecutive years.

We're looking for a hands-on Product Support Engineer with a real engineering background to join Katalon's Customer Support team. This is a dual-scope role: you'll provide technical support to customers on Katalon products, and you'll build and maintain the in-house products the support org runs on including our AI support agent, internal dashboards, and the automation tooling that helps the team scale.

This is a mid-level role. We expect real working experience and a problem-solving mindset, not just familiarity with the tools.

How This Role Works

This is a genuinely dual-scope role, split roughly 50/50 between customer support and in-house development. About half your time goes to resolving customer technical issues; the other half goes to building and improving the internal products the support team depends on.

The 50/50 is a target, not a rigid rule. When support volume spikes or a high-severity issue lands, support comes first and development timelines flex to absorb it—then swing back once things settle. We're looking for someone who's genuinely comfortable moving between reactive, customer-facing work and focused engineering work, and who understands that customer commitments win when the two collide.

Because development time flexes with support demand, you'll contribute to in-house products as part of a team rather than being the sole owner of any production-critical system. As you build depth in both halves, you'll take on higher-complexity work on each side—more advanced technical escalations on the support side, and larger feature work on the development side.

What You'll Own

Customer Support

• Provide technical support for Katalon products, managing the full ticket lifecycle to meet response and resolution SLAs.
• Analyze logs, reproduce issues to root cause, and troubleshoot technical problems across the web, browser, cloud, and data layers.
• Join customer troubleshooting calls to resolve critical or recurring issues.
• Write clear bug reports with full technical context, and contribute runbooks, troubleshooting guides, and knowledge-base articles.

In-House Product Development

• Build and improve internal products used across the company—including AI agents, dashboards, and automation tooling.
• Collaborate closely with a Product Owner to turn requirements into shipped features and to keep existing products maintained.
• Partner with business owners and stakeholders across teams to understand their needs, shape solutions, and deliver tooling that solves real problems.
• Take on web development and automation tasks that reduce manual workload and improve team efficiency.
• Write clean, tested, well-documented code that the wider team can pick up and maintain.

As Your Scope Expands

• Take ownership of more complex technical escalations on the support side.
• Own larger, self-contained features within the in-house products, and help shape which internal tooling gets built next based on the support patterns you see firsthand.

What You Bring

• 1–2 years of professional experience in technical support, support engineering, or software development—enough to work independently on day-to-day problems and know when to escalate.
• The ability to write and maintain production-quality code, not just scripts, with working proficiency in Python and JavaScript/TypeScript.
• A solid grasp of how web applications work end to end—browsers and DevTools, HTTP, and client-side behavior—and the confidence to debug across the stack.
• Comfort working with cloud services, data pipelines, and SQL well enough to trace where data goes and where it breaks.
• Hands-on experience building AI agents with LLMs—designing agent skills or tools, engineering prompts and agent loops, grounding responses with RAG, and integrating agents with external systems (e.g. via MCP or similar) to act on real data. You've built this, not just read about it.
• A methodical approach to troubleshooting: reproduce the problem, isolate the cause, verify the fix.
• Clear written and spoken English, and the judgment to pitch an explanation to either a customer or an engineer.

Nice to Have

• Experience with a modern web framework (React/Next.js).
• Experience with test automation or QA tooling.
• Familiarity with Salesforce, Jira, and Slack as platforms to build on.
• Hands-on exposure to Docker, MCP, or agent frameworks such as LangChain or LlamaIndex.

You'll Thrive Here If You Can

• Own a customer issue end to end—investigate independently, explain clearly what's happening and why, and drive it to resolution.
• Move between a live support queue and focused engineering work without either falling through the cracks.
• Stay calm and put customers first when support and development priorities collide.
• Read and correlate logs across browser, cloud, and data-pipeline layers without step-by-step guidance.
• Work from a Product Owner's requirements and turn them into shipped features—asking the right questions, not just taking tickets at face value.
• Ship code that your teammates can read, maintain, and build on.
• Spot the repetitive support work worth automating—and then go build the automation.

Job Benefit

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Total Remuneration: Satisfying your financial goals through competitive compensation and periodic performance bonuses.
• Well-being & Work-life Balance: Staying healthy through comprehensive health plans, flexible work arrangements, and generous paid leaves.
• Statutory Compliance: Labor compliance with local regulations that ensure employee security.
• Work Facilities & Accommodation: Top-notch equipment, supportive allowances, and A-class facilities.
• Diversity, Equity, Engagement, & Inclusion: Becoming part of a global team that celebrates differences, equal opportunity, and meaningful employee recognition.
• Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.