Associate Product Support Engineer – Multiple Products
Description For Associate Product Support Engineer – Multiple Products
SmartBear, a leader in software development tools, is seeking an Associate Product Support Engineer to join their global support team. This role involves troubleshooting technical issues, working with customers, and collaborating with development teams. The ideal candidate will have at least 1 year of customer experience, excellent communication skills, and a basic understanding of modern web application technologies.
Key responsibilities include:
- Solving technical support issues via various channels (email, screen share, live chat, phone)
- Documenting and tracking customer issues
- Collaborating with internal teams to provide superior customer service
- Continuously learning about SmartBear products
- Advocating for customers and providing feedback to internal teams
The role offers growth opportunities in a company that values its employees, celebrates diversity, and is committed to ethical practices and social responsibility. SmartBear has a global presence with offices in the US, Ireland, UK, Poland, and India, and has won numerous industry awards.
This position is ideal for someone with a technical background, strong problem-solving skills, and a passion for customer service. The ability to work US shifts is required. Join SmartBear to be part of a team making the technology-driven world a better place while developing your career in a supportive environment.
Responsibilities For Associate Product Support Engineer – Multiple Products
- Troubleshoot and solve technical support issues with external customers
- Create, document, and track progress of new customer issues
- Collaborate with support colleagues and other internal organizations
- Obtain knowledge and skills to become 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
Requirements For Associate Product Support Engineer – Multiple Products
- At least 1 year of experience working directly with customers
- Excellent verbal and written communication skills
- Ability to prioritize tasks and delegate when appropriate
- Strong organizational skills and attention to detail
- Proven problem-solving skills
- Self-motivated with a strong learning-orientation
- Basic understanding of modern web application stack (API, REST, PostgreSQL, OpenAPI, JSON Schema)
- English proficiency at least at B2 level
- College Degree in Computer Science, Computer Engineering, or technical equivalent
- Knowledge of at least 1 programming language
- Ability to work US shifts
Benefits For Associate Product Support Engineer – Multiple Products
- Growth opportunities at every level
- Investment in employee success and work spaces
- Encouraged to take birthdays off
- Guided by a People and Culture organization
- Celebration of differences in experiences, viewpoints, and identities
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