Product Support Engineer - BugSnag

This position involves helping our highly technical customers use BugSnag and integrate our open source notifier libraries into their applications. You will get to develop in house tooling to support the team. 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 languages and frameworks. You may get the opportunity to work on bug fixes, or develop product enhancements in conjunction with our Platform and Backend Engineering teams. You may get the opportunity to mentor and guide more junior team members in their day to day activities and career development. You may have the opportunity to progress within the product Support Team or move directly into other areas of the business, Engineering, Product, Customer Success, Sales, over time. As a Senior Product Support Engineer you will: 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.

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.