Associate Product Support Engineer @ SmartBear
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Job Details
About SmartBear
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. Trusted by over 16 million developers at 32,000+ organizations, SmartBear works with innovators like Adobe, JetBlue, FedEx, and Microsoft.
Product Overview: AlertSite
AlertSite monitors websites, APIs, email servers, and other web-connected resources. It regularly sends test requests or simulates user actions to check performance against SLAs. When an issue is detected, AlertSite sends immediate notifications with detailed reports to help identify and troubleshoot problems.
Customer Care at SmartBear
Our support services include self-help resources such as user guides, videos, tutorials, FAQs, and live support via phone, email, screen share, and chat. We provide both business hours and 24x7 support globally through our various support centers.
About the Role: Associate Product Support Engineer
In this role, you will report directly to the Customer Care manager and provide in-depth technical support for the AlertSite product. You will work closely with development teams to resolve technical issues, gain product expertise, and enhance overall customer satisfaction.
- Acquire product and technical knowledge.
- Troubleshoot and resolve customer issues.
- Collaborate with internal teams for solution developments.
- Enhance support tools and documentation.
- Continuously seek process improvements.
What We’re Looking For
Candidates should have 1-2 years of related experience, possess strong communication skills, and demonstrate a systematic approach to problem solving. A degree in a STEM field and proficiency in at least one programming language, with basic knowledge of JavaScript, is required. Bonus points for additional engineering experience through placements or projects.
Key skills/competency
Associate Product Support Engineer, troubleshooting, technical support, customer service, documentation, collaboration, JavaScript, programming, product expertise, problem solving
How to Get Hired at SmartBear
🎯 Tips for Getting Hired
- Customize your resume: Highlight technical support and troubleshooting skills.
- Research SmartBear: Review products, documentation, and company values.
- Practice technical tests: Brush up on JavaScript and system troubleshooting.
- Prepare for behavior interviews: Focus on teamwork and problem solving.