Associate Product Support Engineer

At SmartBear, we believe building great software starts with quality—and we’re helping our customers make that happen every day. Our solution hubs—SmartBear API Hub, SmartBear Insight Hub, and SmartBear Test Hub, featuring HaloAI, bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

• This position involves helping our highly technical customers use AlertSite.
• You will get to take on new challenges and learn new technologies and skills.
• You will have the opportunity to be part of a team of like-minded individuals, working with and learning a wide range of technologies, languages and frameworks.

Product intro:

AlertSite monitors your websites, APIs, email servers, Web-connected devices and other resources to check if they are up and running. It sends test requests or simulates user actions in your Web application regularly to determine if it is fast enough and meets your SLAs.

If AlertSite detects an issue, it immediately sends you a notification and forms a detailed report that helps you identify the bottleneck and dig down to the cause of the problem.

Go to our documentation hub if you want to know more about AlertSite.

You can even have a free trial to check it out 😊

Customer Care intro:

Support services at SmartBear include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support.

About the role:

As an Associate Product Support Engineer, you will:

You will be reporting directly to the Customer Care manager and be providing in-depth technical support to our customers. You will be working closely with our development teams as part of supporting customers, gaining knowledge of our systems and increasing your technical skill set. We take our customers’ problems very seriously, and providing quick, friendly help to our users is a top priority throughout the company.

• Obtain the necessary knowledge and skills to become progressively proficient with our product, systems and supported languages and frameworks
• Troubleshoot, perform in-depth investigations and solve technical support issues with external customers
• Collaborate with fellow support colleagues and other internal organisations (e.g. development) to identify and propose solutions, achieving superior customer service
• Identify fixes to bugs and define tasks for these to be implemented either by this support team or by other engineering teams
• Develop tools and enhance documentation to improve our support processes
• Look for ways to improve productivity of issue resolution and better ways to help our customers

We are looking for you if you have:

• 1-2 years experience in a similar role
• A personable, empathetic and professional manner when dealing with customers
• Proficiency when reading, writing and speaking English
• A systematic approach to problem solving and an eagerness to learn new skills and embrace new concepts and technologies
• University degree (or equivalent) in a STEM subject where modules have involved programming
• Demonstrable skill with at least one programming language
• Basic knowledge of JavaScript
• Bonus points for: relevant engineering experience e.g. industrial placement, final year project, side project, open source contributions.

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland Ahmedabad, Bangalore
• We’ve won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

_SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.

#LI-PD1