Associate Customer Support Engineer

Are you interested in being part of a great Technical Support Engineering team which supports market-leading, high-tech companies such as Google, Apple, and Microsoft?

SmartBear Software is currently looking for an exceptional Associate Support Engineer who possesses a passion for innovative technology and delights in achieving superior customer satisfaction, while working collaboratively within a team-focused environment. You will work and learn from an experienced and highly impactful team that will ultimately prepare you to become a Technical Support Engineer. We are a growing medium-sized company with locations around the country and around the world. We have played a role in the Uber you ordered, the banking app you use, the item you posted for auction, or that flight you just purchased. Our software is downloaded every 6 seconds ( 5.25 million downloads a year) and we have over 25,000 customers (Google, Apple, Microsoft, Uber, GE and SalesForce to name a few) in 194 countries. We have real products, real customers and great compensation.

Benefits of This Position

    • You will be supporting customers with proven technology that produces measurable results and is continually being expanded with innovative, new products
    • You will be working in a collaborative, entrepreneurial environment along with our sales, marketing, and product teams
    • You will be provided tools and training to elevate your performance and be an industry and product specialist


Responsibilities
    • Troubleshoot and solve technical support issues with external customers
    • Create, document and track the progress of new customer issues as they become available
    • Collaborate with fellow support colleagues and other internal organizations, e.g. development, to achieve superior customer service
    • Obtain the necessary knowledge and skills to become progressively proficient with responsible products
    • Be the customer advocate when providing feedback to internal organizations
    • Achieve case resolution and escalation goals
    • Look for ways to improve productivity of issue resolution and better ways to help customers


Qualifications
    • Degree in Computer Science or related field or equivalent experience
    • Working knowledge of operating systems, e.g. XP, Vista, Win7, Server 2003/2008
    • Must be a US Citizen


Nice to Have
    • Technical support and programming experience
    • Working knowledge of software testing history, tools, and processes
    • Working knowledge of application life-cycle management, API's, SQL, and network and server administration


Perks:

Open and Collaborative Environment - We have an inclusive, creative, passionate, fun, and successful work environment.

Great Office Space - Newly renovated office, relaxed, open floor plan with comfortable work areas and recharge areas - couches, private outdoor patio (with corn hole court and ping pong!) and a large kitchen area.

Location - Conveniently located in Germantown off of Forest Hill Irene, the office has upwards of 10 lunch establishments within easy walking distance. Office is situated on a relaxing lot with large oaks surrounding it, and has a 60x25 private patio / outdoor work area - definitely not a cookie cutter, cubicle based environment.

SmartBear as an Employer of Choice :

Invest In Our Employees - We care about the success of our employees and provide guidance and tools to help them grow their careers and succeed.
Award Winning Technology - SmartBear is a market leader and has won numerous, prestigious industry awards for its software solutions, including "Top Innovator and Leader in Software Development".
Invested Leadership Team - Our leadership team has a proven record of success, is passionate about the success of the employees and the company, and is focused on offering strong technology.
Community Service and Philanthropy - SmartBear is committed to giving back to the community. We offer employees a day off to serve the cause of their choice or work in teams to support an organization. SmartBear also contributes time and donates to meaningful organizations, such as aiding at-risk children and combating homelessness.
Thought Leader and Innovator - SmartBear strives to be a thought leader and innovator in the technology industry. We frequently support Meetups, are a member of Women In Technology, and other premier organizations.

About SmartBear

SmartBear is a testing and monitoring software company that helps companies improve software quality. SmartBear is a combination of a start-up, high growth environment and an established, financially strong company with 300+ employees across 6 global locations. We provide leading companies with the technology to build some of the greatest applications, websites, electronic shopping carts, SaaS, and cloud-based software solutions throughout every step of the development cycle, from coding, to testing, to launch, to monitoring performance. We've played a role in the Uber you ordered, the banking app you use, the item you posted for auction, the flight you just purchased, and more. We have real products, real customers, and great compensation. Our software is downloaded over 15 million times to date. We have a community of over 5.8 million users that leverage our software and solutions. Our customers include 20,000+ companies (Google, Apple, Microsoft, Uber, GE, and Salesforce to name a few) in 194 countries. Please visit smartbear.com for more information and where you can find out the origin of the SmartBear name.


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