Product Support Engineer Insight Hub

At SmartBear we believe building great software starts with qualityand were helping our customers make that happen every day. Our solution hubsSmartBear 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 highquality software faster. SmartBear is trusted by over 16 million developers testers and software engineers at 32000 organizations including innovators like Adobe JetBlue FedEx and Microsoft.

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 take on new challenges and learn new technologies and skills.
• You will have the opportunity to be part of a team of likeminded individuals working with and learning a wide range of languages and frameworks.

Product intro

BugSnag is the trusted software stability command center for over 5000 engineering teams worldwide including Airbnb Slack Pinterest Docker EA and Microsoft. We process over 1 billion crash reports daily from 85000 applications and empower our customers to make datadriven 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

You can even have a free trial to check it out

Product Support intro

Support services at SmartBear include selfhelp content (user guides videos tutorials FAQs) 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 Product Support Engineer you will:

You will be reporting directly to the Product Support manager and be responsible for providing indepth 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 indepth investigations and solve technical support issues with external customers (via email GitHub screenshare live chat etc)
• Collaborate with fellow support colleagues and other internal organizations (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 progressively proficient with 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.

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 of developing in one or more of the following categories of development languages:
  • Mobile: e.g. Android / ObjC / 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 technologydriven 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.
• Weve 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 committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit qualifications and business needs. We do not discriminate on the basis of race color religion sex national origin age gender disability veteran status sexual orientation or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart open driven accountable and curious.