BugSnag – Associate Product Support Engineer

This position involves helping our highly technical customers use BugSnag 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 like-minded individuals, working with and learning a wide range of technologies, languages and frameworks. As an Associate Product Support Engineer you will: You will be reporting directly to the Product Support manager and be 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. University degree (or equivalent) in a STEM subject where modules have involved programming. Demonstrable skill with at least one programming language. Bonus points for: relevant engineering experience e.g. industrial placement, final year project, side project, open source contributions.

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.