SmartBear

Zephyr Enterprise Senior Software Engineer Customer support

Customer Support Engineer - BugSnag

Zephyr Squad Senior Software Engineer Customer support

As a Senior Software Engineer in Product Support at SmartBear, you'll be integral to the transformation of Zephyr Enterprise.  You will solve escalated customer problems, debug application code, provide patches, and collaborate with Engineering, QA, and Support teams.  Responsibilities include prioritizing and resolving customer issues, communicating effectively, providing detailed root cause analyses (RCA), and offering technical explanations to customers. On-call and weekend support is required.  A Bachelor's degree in Computer Science or a related field and 4-7 years of Java 8+ experience are needed.

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 At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. Product intro Zephyr Enterprise is undergoing a transformation to better align our products to the end users’ requirements while maintaining our market leading position and strong brand reputation across the Test Management Vertical. Go to our product page if you want to know more about <a class="XfXlvipTSrxjPDmBIXpWhHUCdAMDxlRIsg " target="_blank" href="https://smartbear.com/test-management/zephyr/" data-test-app-aware-link="">Zephyr Test Management Products | SmartBear</a>. You can even have a free trial to check it out 😊 About The Role Senior Software Engineer Product Support As a Senior Software Engineer, you will be integral part of this transformation and will be solving challenging customer escalated problems in timely manner. <ul><li>Reporting into the Support Manager you will be required to solve the customer escalated issues on priority and assist the Support team in problem resolution by hands-on participation, effectively communicate status, issues, and risks in a precise and timely manner.</li><li>You will debug the customer issue using the application code and provide the patch for the customer when it required.</li><li>You will interact with Engineering, QA and Support team while working on the Support escalated Cases. </li><li>We are looking for someone who can debug within the application code and provide solution to customer reported issues.</li><li>Also should be able to talk to customer in the call and provide technical explanation on their issue.</li><li>Also should provide the detailed RCA on the problem.</li><li>Should be able to provide the customer patch when needed.</li><li>Have 4-7 years of experience with hands on experience working in Java 8 platform or higher and hold a Bachelor’s Degree in Computer Science, Computer Engineering or related technical field required. </li></ul>
Note- Should be able to provide on-demand weekend support Willing to do rotational shift and on call. Why you should join the SmartBear crew: <ul><li>You can grow your career at every level.</li><li>We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.</li><li>We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.</li><li>We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.</li><li>We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes. </li></ul>
Did you know: <ul><li>Our main goal at SmartBear is to make our technology-driven world a better place.</li><li>SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.</li><li>SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.</li><li>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. </li></ul>
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. 
 
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