Customer Care Engineer

Summary

Join SmartBear as a Customer Care Engineer and provide technical support for the Collaborator product. Reporting to a Customer Care Manager, you will troubleshoot and solve customer issues via various channels, collaborate with internal teams, and document issue progress. You will advocate for customers, identify areas for improvement, and continuously develop your technical skills. This role requires 2-4 years of experience, strong communication skills, a college degree in a relevant field, and knowledge of at least one programming language. SmartBear offers a supportive and inclusive work environment with opportunities for career growth and various employee benefits.

Requirements

• 2-4 years of experience
• Strong written and verbal communication skills
• Excellent customer facing skills
• College Degree in Computer Science, Computer Engineering, or technical equivalent
• Very good communication skills and an ability to work with remote teams
• Knowledge of at least 1 programming language
• Good debugging and problem-solving skills
• Familiarity with Windows and Linux environments

Responsibilities

• 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 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 the productivity of issue resolution and better ways to help customers

Preferred Qualifications

Experience with Java, Apache Tomcat, SQL, Salesforce, Jira, Git

Benefits

• 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