Support Engineer at Cypress.io in Remote

Summary: Cypress is a company dedicated to improving the efficiency and quality of software development through faster and more reliable software testing. As a Support Engineer, you will help developers succeed with Cypress by investigating complex technical issues, reproducing bugs, and collaborating with various teams to drive effective outcomes for customers. 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 Required Qualifications: - 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 Qualifications: - 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 Required Skills: JavaScript, CI/CD workflows, Technical investigation Important Skills: Version control systems, Modern web applications, Frontend frameworks Nice-to-Have Skills: Customer advocacy, Problem ownership, Written communication, Attention to detail