Quality isn’t just a goal. It’s the whole point.
Our customers are under a lot of pressure to deliver great software. But to compress lifecycles, add features, and compete in a world where ‘every company is now a software company’ is hard. And one mistake can mean their reputation, even future. That’s why it’s our mission to help. At any part of their software development lifecycle (SDLC), we provide the tools and discipline to focus on quality while streamlining their processes. So our customers can create and deploy software that works as designed – especially when it’s needed most. And we’re looking for people to join us.
We are looking for a Senior Product Support Engineer who will help our clients in learning and using SmartBear products, specifically our next generation Test Management tools.
This position is for you if you want to:
• 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
• Achieve issue resolution and escalation goals
• Look for ways to improve productivity of issue resolution and better ways to help customers
Qualifications:
• Bachelor’s Degree in Computer Science or related field or equivalent experience
• Excellent English verbal and written communication skills
• Working knowledge of Linux and Windows 7, 8 or 10 operating system
• Working knowledge of office productivity suites (MS Office, Google apps)
• 4 - 6 years as a product support engineer
• Working knowledge of software testing tools or test management tools
• Working knowledge of application lifecycle management
Desirable:
• Java Programming and scripting experience
• Understanding of web fundamentals: client-server architecture, TCP/IP protocol stack, HTML/CSS/JavaScript
• Network and server administration experience
About SmartBear
At SmartBear, we focus on your one priority that never changes: quality. We know delivering quality software over and over is complicated. So our tools are built to streamline your process while seamlessly working with the products you use – and will use. Whether it’s TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr, or one of our other tools, we span from test automation, API lifecycle, collaboration, performance testing, test management, and more. Whichever you need, they’re easy to try, easy to buy, and easy to integrate. We’re used by 15 million developers, testers, and operations engineers at 24,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. Wherever you’re going, we’ll help you get there. Learn more at smartbear.com, or follow us on LinkedIn, Twitter, or Facebook.
