• Provide payments related technical support services while ensuring superior client experience. • Provide first-class customer service/support via telephone, email, chat, and any future channel. • Triage inbound customer communications and monitor priority of tickets assigned to the queue. • Maintain an accurate and complete record of all inquiries and problems handled. • Assist Sales partners and merchants in adding equipment and services to merchant accounts. • Provide technical support and troubleshooting for setup issues and connection issues. • Assist Technical Support Representative I & II by ensuring the team has proper tools and training to perform tasks.

• Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software • Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues • Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner • Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues • Proactively monitor and action critical service alerts as they happen

• Serve as the first point of contact for customers seeking technical support • Provide timely, accurate, and empathetic responses to customer inquiries • Perform initial technical and data-related investigation • Ensure issues are clearly documented and escalated when appropriate • Respond to incoming customer support requests in a timely and professional manner • Communicate clearly, empathetically, and confidently with customers • Troubleshoot user concerns to triage support issues to L2 support or guide users to self-help resources • Create and maintain clear, well-structured support tickets • Ensure tickets are documented with problem statements, investigation steps, findings, and observations • Apply proper categorization, tagging, and prioritization to tickets • Escalate issues that exceed L1 scope based on defined criteria • Follow established Live Support workflows and escalation guidelines

At Cypress, We aim to make software testing faster and more reliable, improving the efficiency and quality of software development. Used by hundreds of thousands of developers across 90+ countries and 30,000+ organizations, Cypress helps teams write better code and release with confidence. Cypress customers include names like Zendesk, Indeed, Splunk, Square, and Patreon. With a culture rooted in passion, collaboration, and curiosity, our fully remote team is on a mission to positively impact the developer community. The Role As a Support Engineer at Cypress, you will help developers succeed with Cypress across both the Test Runner (App) and Cypress Cloud. This role goes far beyond answering questions. You will investigate complex technical issues, reproduce bugs, analyze CI pipelines, and work cross-functionally with Engineering, Product, and Revenue teams to drive durable outcomes for customers. Support Engineers are expected to own problems end to end, recognize patterns across customer issues, and act as trusted technical advisors to the developers and teams they support. What You’ll Do 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 Skills and Experience 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 Skills and Experience 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. Why Cypress High-impact role with direct influence on product quality and customer success. Clear ownership and autonomy in a fully remote environment. Close collaboration with Engineering, Product, and Revenue teams. Opportunity to grow into broader customer-facing technical roles over time. Culture rooted in trust, curiosity, and respect for developers. This position is eligible to be hired virtually. Candidates must be authorized to work in the US. Base Salary range 80k-95k Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, and are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply! We are an inclusive employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.