Associate Product Support Engineer

At SmartBear, we believe building great software starts with quality—and we’re helping our customers make that happen every day. Our solution hubs—SmartBear API Hub, SmartBear Insight Hub, and SmartBear Test Hub, featuring HaloAI, bring visibility and automation to software development, making it easier for teams to deliver high-quality software faster. SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including innovators like Adobe, JetBlue, FedEx, and Microsoft.

Associate Product Support Engineer

About the role:As an Associate Product Support Engineer you will report to the Product Support Manager and be responsible for delivering technical support services to our customers. You will work closely with our development teams as part of supporting customers, gaining knowledge of the systems, and increasing your technical skill set. We take our customers’ problems very seriously, and providing quick, friendly help to our users is a top priority throughout the company.

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, 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
• Find opportunities to improve productivity of issue resolution and better solutions to help customers

We are looking for you if you have:

• 0-1 year in a customer facing or support role
• Bachelor’s Degree in Computer Science or related field or equivalent experience
• Excellent communication skills and ability to work with remote teams.
• Working knowledge of Linux and Windows operating system]
• Working knowledge of application lifecycle management
• The candidate have to do Weekend shift 
• The candidate should be available for 24/7 shift

Desirable:

• Java Programming and scripting knowledge
• Understanding of web fundamentals: tomcat, client-server architecture, TCP/IP protocol stack, HTML/CSS/JavaScript
• Network and Server administration knowledge

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.