Senior Product Support Engineer, BugSnag

SmartBear delivers visibility tools for developers, trusted by 16M+ developers at 32,000+ organizations including Adobe, JetBlue, FedEx, and Microsoft.
Backend
Senior Software Engineer
Hybrid
1,000 - 5,000 Employees
5+ years of experience
Enterprise SaaS

Description For Senior Product Support Engineer, BugSnag

SmartBear, a leading developer tools company, is seeking a Senior Product Support Engineer for their BugSnag product - a software stability platform trusted by over 5,000 engineering teams worldwide, including Airbnb, Slack, Pinterest, and Microsoft. Processing over 1 billion crash reports daily from 85,000 applications, BugSnag helps engineering teams make data-driven decisions about feature development and bug fixes.

The role offers a unique opportunity to work at the intersection of customer support and engineering, where you'll provide technical support to highly technical customers while helping them integrate BugSnag's open source notifier libraries. You'll be working directly with the Product Support manager, collaborating closely with development teams, and having the opportunity to contribute to product improvements.

This position is perfect for experienced engineers who enjoy problem-solving, customer interaction, and working with diverse technologies. You'll have the chance to develop in-house tooling, mentor junior team members, and potentially transition into other areas of the business such as Engineering, Product, Customer Success, or Sales.

SmartBear offers a supportive and inclusive work environment with a strong focus on employee growth and well-being. The company has a global presence with offices in Somerville, MA, Galway Ireland, Bath, UK, Wroclaw, Poland, and Bangalore, India. As part of the SmartBear team, you'll join a company committed to ethical corporate practices and social responsibility, making a positive impact in the technology-driven world.

The ideal candidate should have a strong technical background with commercial experience in multiple programming languages, excellent communication skills, and a passion for helping customers succeed. This role provides an excellent opportunity to work with cutting-edge technologies while making a direct impact on customer success.

Last updated 13 days ago

Responsibilities For Senior Product Support Engineer, BugSnag

  • Provide in-depth technical support to customers via email, GitHub, screenshare, and live chat
  • Troubleshoot and solve technical support issues
  • Collaborate with development teams and internal organizations
  • Identify bug fixes and define implementation tasks
  • Develop tools and enhance documentation to improve support processes
  • Become a subject matter expert in product, systems, and supported languages
  • Look for ways to improve productivity of issue resolution

Requirements For Senior Product Support Engineer, BugSnag

JavaScript
Python
Ruby
PHP
Java
Go
Node.js
React
  • Personable, empathetic and professional manner when dealing with customers
  • Proficiency in reading, writing and speaking English
  • Systematic approach to problem solving
  • Experience as a mid-level software engineer working with multiple programming languages
  • Commercial experience in at least 2 categories: Mobile development (Android/Obj-C/Swift/React Native/Unity), JavaScript (Javascript/React/Angular/Vue/Node.js), Scripting (Python/Ruby/PHP), or Server (Java/Go/.NET)

Benefits For Senior Product Support Engineer, BugSnag

Medical Insurance
Dental Insurance
Vision Insurance
  • Career growth opportunities
  • Collaborative work environment
  • Birthday off
  • People and Culture organization focus
  • Diverse and inclusive workplace
  • Global offices across multiple locations
  • Award-winning company culture

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