Support Engineer

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

Requirements:

• 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
• 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