Associate Product Support 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. As an Associate Product Support Engineer, you will be reporting to the Product Support Manager and be responsible for delivering technical support services to our customers. You will work closely with our development teams to support customers, gain product knowledge, and increase 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 and resolve technical support issues related to TestComplete (for Web, Mobile, and Desktop Testing) with external customers (via email, screen share, live chat, communities, phone, etc.). Manage customer queries and issues, adhering to company standard SLAs. Collaborate with support colleagues and other internal organizations (e.g., Engineering, QA, DevOps, Sales, and Product Management teams) to achieve superior customer service. Obtain the necessary knowledge, skills, and certifications to become progressively proficient with responsible products. Look for ways to improve the productivity of issue resolution and better ways to help customers. We are looking for you if you have: 0 - 1 years of experience as a Product Support / QA Engineer. Basic knowledge or hands-on experience in at least one functional and automation testing tool/framework like TestComplete, Selenium, Cypress, Playwright, Appium, etc. Hands-on experience in at least one programming language like Java, JavaScript, Python, C++, etc. Basic knowledge of CI/CD tools like Azure DevOps, Jenkins, and TeamCity. Basic knowledge of networking concepts (HTTP/S, ping, Traceroute, Telnet, SSL, TCP/IP, Firewalls, Proxies, DNS, etc.). Excellent command of written and spoken English, with the ability to work with remote teams and customers. As part of a global team, the ideal candidate will be open to working IST time zone hours - 1:00 AM to 9:00 PM Indian Standard Time. Bachelor’s degree in computer science, Computer Engineering, or a technical equivalent.

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.