SmartBear is hiring a
Associate Product Support Engineer

Summary

Join SmartBear as an Associate Product Support Engineer and be responsible for delivering technical support services to customers, working closely with development teams, and increasing your technical skill set.

Requirements

• At least 1 year of experience working directly with customers
• Excellent verbal and written communication skills and an ability to work with remote teams
• Ability to prioritize tasks and delegate them when appropriate
• Strong organizational skills and attention to detail
• Proven problem-solving skills, with the ability to independently troubleshoot problems and identify workarounds
• Self-motivated with a strong learning-orientation
• Basic understanding of the modern web application stack; you are familiar with some of the following technologies: API, REST, PostgreSQL, OpenAPI and JSON Schema
• English, at least on the B2 level
• College Degree in Computer Science, Computer Engineering, or technical equivalent
• Knowledge of at least 1 programming language

Responsibilities

• Troubleshoot and solve technical support issues
• Gain knowledge of the systems and increase your technical skill set
• Work to resolve customer issues using API knowledge, Kubernetes, JSON and Schema
• Troubleshoot and solve technical support issues with external customers (via email, screen share, live chat, Communities, phone, etc.)
• Create, document, and track the progress of new customer issues as they become available
• Collaborate with fellow 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
• Be the customer advocate when providing feedback to internal organizations
• Look for ways to improve productivity of issue resolution and better ways to help customers