Senior Product Support Engineer Insight Hub

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.

Senior Product Support Engineer, Insight Hub

• This position involves helping our highly technical customers use Insight Hub and integrate our open source notifier libraries into their applications.
• You will get to develop in house tooling to support the team.
• You may get the opportunity to work on bug fixes, or develop product enhancements in conjunction with our Platform and Backend Engineering teams.

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 Insight Hub https://smartbear.com/insight-hub/

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 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.

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