Associate Product Support Engineer

At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools TestComplete, Swagger, ReadyAPI, Zephyr are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. 

Customer Support Engineer:

Requirements

• • Bachelor’s degree in Computer Science, Engineering, or a related field.
• Atleast1yr of working experience 
• Work from the Bangalore office 1-2 times a week.
• Availability for rotating weekend shifts 1-2 times a month.
• Strong English communication skills (B2 level or higher), capable of explaining technical concepts in simple terms.
• Proven customer engagement skills with empathy and professionalism.
• Ability to work independently in a remote setting with strong accountability and time management.
• Strong debugging and problem-solving skills.
• Understanding of web applications, network technologies, and basic network troubleshooting.
• Proficiency in Front-End fundamentals, including inspecting and debugging DOM elements and performance optimisation.
• Knowledge of web technologies (HTML, CSS, JavaScript) and software testing principles is preferred.
• Proficiency in REST API usage and a basic understanding of SQL is desirable.
• Familiarity with Test Management tools and QA practices is desirable.
• Experience with AWS (CloudWatch, RDS, DynamoDB) is desirable.
• Experience with Jira, Salesforce, and GitHub is desirable.

Job Responsibilities

• Provide exceptional technical support for the Zephyr Scale and Reflect team, reporting to the Customer Care Manager.
• Collaborate with support and development teams to address customer needs, enhancing system knowledge and technical expertise.
• Deliver prompt, courteous, and effective responses to customer inquiries across various channels (email, screen sharing, live chat).
• Document, track, and efficiently resolve customer issues, ensuring clear communication and consistent follow-ups.
• Actively seek methods to improve problem resolution efficiency and customer satisfaction.
• Serve as a customer advocate, ensuring feedback is considered in product development.

Why you should join the SmartBear crew:

• 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.