Senior Product Support Engineer Insight Hub

As a Senior Product Support Engineer at SmartBear, you will be responsible for helping highly technical customers use Insight Hub and integrate open source notifier libraries into their applications. Your role will involve developing in-house tooling to support the team and collaborating with the Platform and Backend Engineering teams on bug fixes and product enhancements. Troubleshooting technical support issues and providing in-depth support to customers will be a key aspect of your role. Key Responsibilities: - Help customers use Insight Hub and integrate open source notifier libraries - Develop in-house tooling to support the team - Collaborate with Platform and Backend Engineering teams on bug fixes and product enhancements - Troubleshoot and solve technical support issues with external customers - Identify and propose solutions for superior customer service - Define tasks for bug fixes to be implemented - Become a Subject Matter Expert (SME) in the product, systems, and supported languages - Enhance documentation and develop tools to improve support processes Qualifications Required: - Personable, empathetic, and professional demeanor when dealing with customers - Proficiency in reading, writing, and speaking English - Systematic approach to problem-solving and eagerness to learn new skills - Experience as a mid-level software engineer or equivalent - Commercial experience in developing in at least two of the following categories of development languages: Mobile, JavaScript, Scripting, Server About SmartBear: SmartBear delivers complete visibility for developers to improve each release. Their tools TestComplete, Swagger, Cucumber, ReadyAPI, and Zephyr are trusted by millions of developers worldwide. They provide support services including self-help content and live agent support to customers globally. SmartBear is committed to ethical corporate practices and social responsibility, aiming to make the technology-driven world a better place. Join SmartBear to grow your career at every level, work in collaborative spaces, and celebrate with the SmartBear crew. They value diversity and inclusivity, promoting good in all communities they serve. SmartBear has won multiple industry awards and is headquartered in Somerville, MA, with offices across the world.,