Support Engineer - Tier 1

mabl is on a mission to empower software teams with an AI-powered low-code test automation platform that streamlines testing across web, mobile, API, accessibility, and performance. We enable everyone from global enterprises to fast-growing startups to integrate application testing into their development pipelines, accelerating their testing and boosting release cycles, regardless of technical experience.

In 2024, mabl was awarded its 5th AI Breakthrough Award, cementing its position as the #1 AI-powered testing platform in the world. While we continue to grow with the pace of technology, we also believe strongly in the value of culture (our most recent internal survey shows that 92% of our employees feel supported by the flexibility of their work, and 97% believe their manager genuinely cares about their wellbeing.) 

To continue delivering on our mission of transforming the testing space, we’re looking for people to join our team of leaders, experts, innovators, and community builders. Our core values are: drive, authenticity, support, and insight; these are the foundation of our culture and a key part of what it means to be a mabler. We practice transparency, embrace collaboration, and lead with empathy while encouraging each other to bring our most authentic selves to work.

What You'll Do

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues by following standard procedures for triaging and escalating customer issues
• Take ownership of customer issues reported and seeing problems through to resolution
• Create and evolve support and customer success processes, tools, and technologies
• Work cross functionally with other teams at mabl to improve the customer experience

About You

• 3+ years of experience
• Knowledge of QA/Automation testing
• Understanding of mabl, databases, mobile, performance testing, and/or general test architecture is a plus
• Proficient in the use of HTML, CSS, JavaScript, and Chrome dev tools
• Knowledge of ticketing systems such as Salesforce and Jira
• Troubleshooting web-based applications (The art of asking the right questions to arrive at a solution)
• Customer-centric attitude, with strong communication skills and technical acumen
• Deep passion for representing customers needs in product planning and design processes
• Strong analytical skills, with a bias for using data to identify trends and opportunities
• Interest in learning good test automation practices and patterns

Working at mabl

- We embrace hybrid and remote work across the US and around the world!

- We have 80+ mablers spread across the world in 4 countries, 3 continents, and about 18 states.

- Teams get together annually to foster lasting personal relationships and we encourage mablers to visit our Boston office when possible.

- Our Diversity, Equity, and Inclusion committee drives budgeted initiatives across all facets of the company, including recruiting, onboarding, education, and celebrations. 

- We’ve won a number of awards for our work and culture, including being named to BuiltIn’s Best Places to Work in Boston five times, Boston Globe’s Top Places to Work for DEI, and Business Intelligence’s Excellence in Customer Service Award.

- We invest significantly in benefits and perks, including generous parental leave, rich health benefits, and employee wellness and collaboration perks. 

- We value our employees and show our appreciation through rewards and recognition programs, such as our mabl Kudos program and annual Founders Award!

About Us

mabl is the enterprise SaaS leader of AI-driven, low-code test automation that empowers high-velocity software teams to embed automated end-to-end tests into the entire development lifecycle. mabl customers benefit from a unified platform for easily creating, executing, and maintaining reliable browser, API and mobile web tests that result in faster delivery of high-quality, business critical applications. That’s why customer-centric brands like Liberty Mutual, jetBlue, Intuit, Stack Overflow, and many others rely on mabl to create the digital experiences their customers demand. Learn more at https://www.mabl.com; follow @mablhq on Twitter and @mabl on LinkedIn.