[KShare] Meet our contributors! ✍️

[support.squad]

Hi Community members,

Following our recent announcement to bring KShare to the Katalon Community Hub, we also got a chance to interview some of the Product Support team members, who are also the main contributors behind the KShare articles, to hear their thoughts on KShare and how it came to be.

Read the thoughts of each KShare contributor below

Linh Nguyen (@linh.nguyen) - Product Support Manager at Katalon
Jordan Bartley (@jordan.bartley) - Product Support Specialist at Katalon
Bhavyansh Ameta (@bhavyansh.ameta) - Junior Product Support Specialist at Katalon
Quan Trinh - Chris (@quan.trinh) - Product Support Specialist at Katalon
Thong Tran (@thong.tran) - Senior Software Engineer at Katalon

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Let’s hear from Linh Nguyen (@linh.nguyen) - our Product Support Manager - on how the KShare project came to be…

1. How did KShare come to be? What drives you to share your team’s expertise with the wider community of Katalon users?

The “Troubleshooting project”, which I ran for many years, is the antecedent of the KShare project. This is an internal initiative to identify the scope of the products and gain in-depth knowledge of how each offered product functions to improve the quality of the assistance. After that, we worked together with our clients to diagnose and troubleshoot their problems, identifying the underlying reason, and making necessary corrections. I recognize the benefit of using that strategy; customers are satisfied with the advice given and are aware of how the product functions.

Not just the product knowledge but also the experience in automated testing. To assist clients in their projects, we occasionally needed to develop custom keywords on our own or research how third-party tools functioned when we came across cases that called for a solution from Katalon products.

All of the precious expertise and understanding we have accumulated over the years comes from Katalon users. As a result, we wished to share them with the community to expand on the expertise surrounding automation testing and Katalon Products.

2. How do you decide on which topic to write about for each article?

The Katalon Product Support team observes the submitted cases on a weekly basis to identify common questions. Next, we investigate the questions’ underlying causes, come up with a solution, and publish the findings as KShare articles for Katalon users.

As we normally receive a lot of queries on a variety of topics each week, we do need to decide on the importance of the questions and the quantity of answers we can get quickly in order to rank the articles in order of priority.

3. What does it mean to you when your articles, and the other articles written by others in your team, are well-received by Katalon users?

As I mentioned earlier, we are honored to share with the wider Katalon user community our automation testing know-how and Katalon product knowledge, which we gained through Katalon users, through KShare.

Our goal is to categorize articles based on various topics. Articles can be located more easily and continuously followed up on more successfully.

Positive community interaction or feedback on our articles would be a great way for us to know that our work is valued and would inspire us to contribute even more. And it also helps us to raise the standard of our articles.

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Linh Nguyen (@linh.nguyen) - Product Support Manager at Katalon
Linh is the Product Support team Manager at Katalon. She spent many years working as an Automation Testing QA before joining Katalon Product Support as a technical support expert. Based on her experiences, she usually provides consumers with highly applicable solutions. She now manages her team with a user-centric approach to guarantee customers greater success with Katalon Products.

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Thank you very much Linh for sharing. We wish you and your team all the best with KShare!

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Jordan Bartley (@jordan.bartley) is our Product Support Specialist based in the US who is in charged of supporting many of our Enterprise clients. Let’s hear how he reflects on his role within the KShare project and more …

1. Based on your experiences supporting many of our US-based and global clients, what would you say are the biggest challenge(s) that:

• They face when integrating Katalon into their testing workflow, and
• Your team face when supporting these types of clients?

Many of our clients have custom environments and security requirements that require additional steps to implement properly. This includes anything from a secured environment that is not connected to the public internet, to managing VPN connections for secure connections. Implementing the proper steps to function in these environments is critical for our clients to reduce blockers and stoppages in work. Our team will focus first on the environment and make the proper preparations with clients to set up their working environment in any way they may need.

For us, we focus on locating and correcting any unexpected issues arising from these complex environments and assisting clients with unique testing environments, such as custom applications and websites. Some of the bigger challenges we face are replicating the testing environments and finding creative solutions that allow us to help clients directly on what they are working with, since we may not always have direct access to the client’s machines and testing environments.

2. What do you think are some of the benefits of sharing KShare articles to all Katalon users?

The KShare articles series allows us to provide direct advice, guidance, and tips and tricks to our users for not just general issues, but also specific issues such as Salesforce environment testing. And we encourage you, our reader, to leave your feedback and comments on our articles so that we can learn more from you and improve KShare as we go along.

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Jordan Bartley (@jordan.bartley) - Product Support Specialist
Jordan has worked in Quality Assurance, Automated Testing, and Specialist Support roles for several years before joining Katalon. Through his experience, he shows an innate desire to assist clients, take on challenging problems, and work cross functionally with team members to create new solutions.

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One of the Product Support team’s newer members, Bhavyasnh Ameta (@bhavyansh.ameta), have also contributed quite a lot to KShare. Let’s see how he approaches the writing process for KShare from the users’ point of view …

1. In your opinion, what has been the best and most efficient way for you to improve yourself professionally at Katalon?

My most effective method of self-improvement has been a continuous commitment to asking sufficient and relevant questions, ensuring a thorough understanding of issues for successful resolution. Before initiating work on any case, I do my best to understand the issue fully, identify any similarities, and reproduce the issue from my end. Moreover, acknowledging the sentiments expressed by users and comprehending the surrounding environment are crucial steps in this process.

This comprehensive approach not only addresses technical aspects but also takes into account the emotional and situational variations, fostering a more insightful understanding and efficient resolution of issues.

2. How does users’ feedback influence your KShare writing process?

I consider users’ feedback important as it provides insights into the users’ perspectives on articles and offers us the opportunity to understand them more. We use this feedback in the writing process for our next articles to meet the preferences and expectations of users, ensuring that our content is relevant and up-to-date with what our users care about.

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Bhavyansh Ameta (@bhavyansh.ameta) - Junior Product Support Specialist
Bhavyansh is a Junior Product Support Specialist at Katalon who utilizes his technical expertise to assist users with intelligent solutions. His passion for delivering exceptional support is not just about providing answers but fostering a positive and empowering user experience.

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Quan Trinh (@quan.trinh) is our Product Support Specialist who focuses on small-to-medium-sized teams and businesses in the US. Below, he will share with us how the KShare articles are usually written from start to finish …

1. Can you give us a quick walkthrough of how a KShare article is usually written?

Our approach to writing KShare articles is to be customer and user-centric. Hence, every KShare article reflects common issues that are faced by our users. After acknowledging the ongoing problems, we get to work to figure out the root causes and possible solutions by working together with other teams within Katalon.

Once the solutions have been identified and confirmed to be working by our clients, we will then start turning them into KShare articles to be published on the Community forum for all to see and learn from.

2. How do you feel when your articles, and the articles written by other members of your team, are well received by Katalon users?

It gives me a sense of pride to see that our works are well-received by the community. It also bolsters our belief in the KShare project and pushes us forward to produce even more helpful articles in the future.

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Quan Trinh - Chris (@quan.trinh) - Product Support Specialist
Quan (Chris) is a Product Support Specialist who has offered informative and insightful advice to Katalon users worldwide for years. He is devoted to sustaining your testing journey with Katalon. No limits!!!

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And, last but not least, let’s get to know Thong Tran (@thong.tran), our Senior Software Engineer at Katalon, who is eager to work together with the Product Support team on KShare and share his knowledge and expertise with the wider community of Katalon users.

1. How do you feel about the working process between you and the Product Support team, given that you come from a different department?

In my opinion, it feels like I am supporting my family members. The folks in the Product Support team are some of the most friendly, kind, and understanding people I know. Yes, we were once strangers, but our shared dedication to supporting Katalon users has brought us together and strengthened our relationship over the years. I can confidently work alongside them on even the hardest of cases.

2. How do you think your skillset/knowledge/background as a Software Engineer can complement the KShare articles?

One thing I realized after working on hundreds of support cases is that it takes more than just Katalon product knowledge to be able to support our users and clients effectively.

For example, our clients often have complex systems with a lot of network configurations, they use various devices and/or operating systems with different capabilities and drawbacks, or they utilize different technologies in their testing workflow and environments which results in thousands of exceptions at every corner. Hence, we must also be experienced to navigate these exceptions and integrate the Katalon Platform well into their tech stacks.

Gaining these experiences takes time, and that is where I come in. I would consider myself as a personal ChatGPT bot for the Product Support team, here to provide them with insights and technical explanations that they need to resolve our clients’ problems. I also strive to ensure the solutions presented in our KShare articles remain high-quality and future-proof so that many more Katalon users can take advantage of them in the future.

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Thong Tran (@thong.tran) - Senior Software Engineer at Katalon
A passionate Katalon developer with a wealth of programming and testing expertise. Thong has been dedicated to providing exceptional enterprise support for the past five years, helping Katalon’s customers achieve their testing goals with ease.

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We are excited to welcome another contributor to the KShare project - Caryln (@thi.thai)!

Caryln (@thi.thai) - Product Support Specialist at Katalon
Caryln enjoys offering supporting and assisting our clients with technical issues and questions, as well as sharing her knowledge and experiences with the wider Katalon Community. She is always available to assist users if they have questions or concerns with Katalon products, and she strives to make sure our users have a positive testing experience.

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Hi all,

Today, we are delighted to welcome Khang Dang (Oliver - @khang.dang) as one of the contributors for the KShare project!

Khang Dang (Oliver) - @khang.dang
Khang Dang (Oliver) is a seasoned Senior Product Support Specialist with a wealth of experience and expertise in the area of Customer Support and Product Troubleshooting. Khang’s dedication to excellence is evident in his meticulous approach to problem-solving, always striving to find innovative solutions tailored to each unique situation. His strong communication skills and ability to empathize with customers ensure that their concerns are not only addressed but also resolved with care and efficiency.