What are the responsibilities and job description for the Technical Account Manager, Product Support position at Katalon, Inc.?
Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and 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 around the globe, including Fortune Global 500 companies such as PwC, KPMG, and Abbott. Katalon is recognized as a top automation tool by prestigious review sites such as G2, Gartner, Capterra, and IT Central Station.
Our fast-growing SaaS testing platform is looking to add an experienced Technical Account Manager to our team to drive customer adoption, engagement, and success.
ABOUT THE ROLE
As a Technical Account Manager (TAM) at Katalon, you will serve as a trusted advisor for enterprise customers, ensuring they derive maximum value from our platform. You will work closely with clients, providing guidance on best practices, troubleshooting complex technical issues, assisting with integrations, and driving product adoption.
This role requires a deep understanding of software testing, automation frameworks, and enterprise SaaS solutions. The ideal candidate has experience in customer-facing technical roles and a passion for helping customers succeed.
Customer Success & Adoption
- Serve as the primary technical point of contact for assigned enterprise customers.
- Assist customers in adopting Katalon by identifying blockers and providing tailored adoption strategies.
- Conduct Technical Health Checks to assess the customer’s testing maturity and provide recommendations for improvement.
- Proactively monitor customer usage and provide guidance on best practices to maximize ROI.
- Act as a trusted advisor, guiding customers on how to leverage the full potential of Katalon’s platform.
Technical Support & Escalations
- Provide hands-on technical troubleshooting for complex product issues.
- Work cross-functionally with support, product, and engineering teams to resolve escalations.
- Manage and coordinate issue resolution, ensuring timely and effective responses.
- Identify recurring issues and collaborate with product teams to drive long-term solutions.
Integrations & Configuration
- Assist customers in integrating Katalon with their internal systems and third-party tools (e.g., Jira, Jenkins, GitHub, API connections).
- Provide guidance on custom configurations to meet enterprise needs.
- Partner with solution architects and developers to optimize integrations and automation workflows.
Training & Enablement
- Deliver personalized training sessions on product features, best practices, and advanced automation techniques.
- Conduct deep dives into advanced features to ensure customers are equipped with the knowledge they need.
- Facilitate Q&A sessions and hands-on workshops tailored to customer needs.
QUALIFICATIONS
• 4-8 years of experience in software testing, automation frameworks, or SaaS technical account management.
• 2 years of experience in a customer-facing technical role, such as TAM, solutions engineer, or product support lead.
• Strong knowledge of test automation tools and frameworks (e.g., Selenium, Appium, JUnit, TestNG).
• Ability to create and manage automation testing projects using Java or JavaScript.
• Familiarity with CI/CD pipelines and DevOps practices.
• Strong understanding of APIs, integrations, and cloud-based platforms.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Experience working with enterprise customers in a SaaS or cloud environment.
• Strong verbal and written communication skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Ability to work independently while collaborating effectively with cross-functional teams.
BONUS POINTS
• Experience in startups or high-growth SaaS companies.
• Familiarity with Agile methodologies and test-driven development (TDD).
• Knowledge of performance testing, security testing, or AI-driven test automation.
• Experience providing enterprise-level technical support or working in a customer success capacity.
At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment.
• Attractive compensation package with achievable and compelling Quarterly Performance Bonus (modeled at 90% of gross monthly salary).
• Self-Managed Paid Time Off (PTO) – We trust our employees to manage their time responsibly.
• 100% company-paid Medical, Dental, & Vision insurance for employees and their dependents.
• 401(k) retirement plan with company match.
• A diverse, inclusive, and collaborative work environment where innovation and growth are encouraged.
WHY JOIN US?
If you’re looking for a role where you can blend technical expertise with customer advocacy, work with some of the largest enterprises globally, and help shape the future of test automation, Katalon is the perfect place for you!
Apply now and be part of a company that is revolutionizing software quality assurance!
