Senior Customer Care 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, 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 Customer Care Engineer, AQTime

• This position involves helping our highly technical customers use AQTime.
• 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.

Product intro

AQTime is an integrated profiling toolkit. The purpose of application testing and profiling is to check whether an application, which is being developed, works as it is supposed to and to assist the developers in improving the application.

AQTime is the fastest way to detect memory leaks, performance bottlenecks, code coverage gaps and more across C, C++, Delphi, .NET, Java, and scripts. Digestible, actionable reports synthesize complex memory and performance information to simplify bug diagnosis workflows so developers can drill down to the root of the problem early in the software development lifecycle and get back to building high quality applications.

Go to our documentation hub if you want to know more about AQTime.

You can even have a free trial to check it out 😊

Customer Care 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. 

About the role

As a Senior Customer Care Engineer you will:

You will be reporting directly to the Customer Care 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.

• Obtain the necessary knowledge and skills to become progressively proficient with our product, systems and supported languages and frameworks
• Troubleshoot, perform in-depth investigations and solve technical support issues with external customers
• Collaborate with 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 
• 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

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
• Experience in one or more of the following: 
  • Pascal / Object Pascal / Delphi
  • C++
  • .NET
  • Java
  • Developing integrations for Visual Studio or Embarcadero RAD

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.