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, Cucumber, 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.
Senior Product Support Engineer, BugSnag
- This position involves helping our highly technical customers use BugSnag and integrate our open source notifier libraries into their applications.
- You will get to develop in house tooling to support the team.
- You will get to take on new challenges and learn new technologies and skills.
- You will have the opportunity to be part of a team of like-minded individuals, working with and learning a wide range of languages and frameworks.
- You may get the opportunity to work on bug fixes, or develop product enhancements in conjunction with our Platform and Backend Engineering teams.
- You may get the opportunity to mentor and guide more junior team members in their day to day activities and career development.
- You may have the opportunity to progress within the product Support Team or move directly into other areas of the business, Engineering, Product, Customer Success, Sales, over time.
Product intro
BugSnag is the trusted software stability "command center" for over 5,000 engineering teams worldwide, including Airbnb, Slack, Pinterest, Docker, EA and Microsoft. We process over 1 billion crash reports daily from 85,000 applications, and empower our customers to make data-driven decisions on when to focus on building new features, or when to fix bugs.
Go to our product page if you want to know more about BugSnag.
You can even have a free trial to check it out 😊
Product Support intro
Support services at SmartBear include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support. BugSnag offers 16x5 email support for all customers, along with dedicated slack channel and screen share options for Enterprise and Gold support level customers
About the role
As a Senior Product Support Engineer you will:
You will be reporting directly to the Product Support manager and be responsible for providing in-depth technical support to our customers. You will be working closely with our development teams as part of supporting customers, gaining knowledge of our 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.
- Troubleshoot, perform in-depth investigations and solve technical support issues with external customers (via email, GitHub, screenshare, live chat etc)
- Collaborate with and be a point of contact for fellow support colleagues and other internal organisations (e.g. development) to identify and propose solutions, achieving superior customer service
- Identify fixes to bugs and define tasks for these to be implemented either by this support team or by other engineering teams
- Obtain the necessary knowledge and skills to become a SME in our product, systems and supported languages and frameworks
- Develop tools and enhance documentation to improve our support processes
- Look for ways to improve productivity of issue resolution and better ways to help our customers
- Be required to work out of hours on call weekend work on a rotating basis.
This is a fantastic opportunity, to experience and work extremely closely with multiple highly trained and distinct teams to understand exactly which areas of the software lifecycle you are passionate about.
We are looking for you if you have :
- A personable, empathetic and professional manner when dealing with customers
- Proficiency when reading, writing and speaking English
- A systematic approach to problem solving and an eagerness to learn new skills and embrace new concepts and technologies
- Experience as a mid-level software engineer or equivalent, working with multiple programming languages
- Commercial experience of developing in at least 2 of the following categories of development languages:
- Mobile: e.g. Android / Obj-C / Swift / React Native / Unity
- JavaScript: e.g. Javascript / React / Angular / Vue / Node.js
- Scripting: e.g. Python / Ruby / PHP
- Server: e.g. Java / Go / .NET
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.
Did you know:
- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
- We’ve won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.
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.
#LI-RS1
Other Jobs from SmartBear
Site Reliability Engineer - BugSnag
Zephyr Enterprise DevOps Engineer
DevOps Engineer
TC C++ Senior Software Engineer (P4)
Senior Software Engineer
Reflect - Devops Engineer
Similar Jobs
Product Support Engineer BugSnag
Product Support Engineer - BugSnag
BugSnag Senior Product Support Engineer
There are more than 50,000 engineering jobs:
Subscribe to membership and unlock all jobs
Engineering Jobs
60,000+ jobs from 4,500+ well-funded companies
Updated Daily
New jobs are added every day as companies post them
Refined Search
Use filters like skill, location, etc to narrow results
Become a member
🥳🥳🥳 389 happy customers and counting...
Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.
To try it out
For active job seekers
For those who are passive looking
Cancel anytime
Frequently Asked Questions
- We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
- Salaries for the engineering jobs on our site range from $100K-$200K. On average, senior engineer positions on our EchoJobs are about $160K.
- The EchoJobs positions have been sourced and vetted from the top companies to work for in the US as a software engineer, including LinkedIn and other reputable job sites. We also have syndicated jobs from companies that have just raised funding, as well as those that have great unique products and culture. From all of these sources, our founder, Morgan, has also resourced the company's authenticity in terms of their website, public appearance, and more.
- Yes, our users asked us for just this, so now our search filters allow you to search for your top jobs via location, as well as by onsite, remote, or both. Approximately 30% of our jobs are remote, so you’ve got the best options for you!
- We have not yet implemented this option, but are considering doing so in the future. For the moment, you would need to cancel your subscription, and resubscribe when you wanted to come back.
- We add new jobs to EchoJobs every day! We scan our sources for the newest jobs, verify them, and post them to EchoJobs within minutes. We add about 2,000-3,000 new jobs for you each day!
- From starting your job search to getting hired, the entire job search process can take us software engineers anywhere between 3-6 months. However, at EchoJobs, we’re striving to shorten this duration by finding the best, newest jobs for you, so you can do less job searching, and more applying.
- We’d recommend checking EchoJobs daily, as we add new jobs to the site each day. Additionally, if you got a chance to read our previous email on “what makes EchoJobs different from any other job search tools,” we also recommended that you set a job alert based on your job filters, so if you get emails on those new jobs, you could be checking more than once per day.
- If you decide to continue with us after the 1-month trial, we definitely recommend this, as we all know it usually takes 3-6 months to find a quality job as a software engineer these days. So to best support you, we just adjusted our membership options at EchoJobs to monthly, 3 months, or 12 months (this option is more for passive job seekers looking a little bit for the future if they want to come back to work or make a job switch potentially. This lets you see what’s out there in case an even better fit job becomes available.)
- EchoJobs is truly the only job site of its kind. We want to be THE spot for you to find the best job for you, and haven’t encountered any other company doing this. Other job sites are in niches besides software engineering or focus on a small portion of engineering jobs (like a specific coding language). In the words of Morgan, our founder, “I think what makes EchoJobs different is the amount of jobs, frequency that we add new jobs (we add 2,000-3,000 new jobs daily!), and the powerful search engines to find exactly the job you want more easily and efficiently. We can provide you with the most jobs that are vetted by us, we’ll continually find more new jobs for you, and we make it easier for you to apply and get hired.
What Fellow Engineers Say