SmartBear is hiring a
Associate Product Support Engineer, United States

Summary

The job is for an Associate Product Support Engineer at SmartBear, reporting to the Product Support Manager. The role involves providing technical support services to customers, collaborating with development teams, and increasing technical skill set. The ideal candidate has 0-2 years of experience in a customer-facing role, excellent communication skills, a college degree in Computer Science or equivalent, knowledge of software testing tools, at least one programming language, REST API's, basic understanding of databases and web fundamentals. Preferred qualifications include network and server administration experience.

Requirements

• 0-2 years in a customer facing or support role
• Excellent customer-facing skills
• College degree in Computer Science, Computer Engineering, or technical equivalent
• Excellent communication skills and ability to work with remote teams
• Working knowledge of software testing tools or test management tools
• Knowledge of at least 1 programming language at a basic/intermediate level
• Knowledge of REST API’s
• Basic understanding of Databases and querying
• Understanding of web fundamentals: client-server architecture, TCP/IP protocol stack, HTML/CSS/JavaScript

Responsibilities

• Troubleshoot and solve technical support issues with external customers (via email, screen share, live chat, Communities, phone, etc.)
• Create, document and track progress of new customer issues as they become available
• Collaborate with support colleagues and other internal organizations, e.g. development, to achieve superior customer service
• Obtain the necessary knowledge and skills to become progressively proficient with responsible products
• Advocate for customers when providing feedback to internal organizations
• Find opportunities to improve productivity of issue resolution and better solutions to help customers

Preferred Qualifications

Network and server administration experience (Desirable)

Benefits

• Grow your career at every level
• Invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun
• Celebrate employees' birthdays off
• Focus on diversity and inclusion
• Commitment to ethical corporate practices and social responsibility