Product Support Engineer Job in Bengaluru at SmartBear

Smartbear is hiring for the role of Product Support Engineer!

Responsibilities of the Candidates:

• Troubleshoot and resolve technical support issues for external customers through various channels (email, screen share, live chat, phone, etc.).
• Document and track the progress of new customer issues as they arise.
• Collaborate with support colleagues and internal teams (e.g., development) to enhance customer service.
• Acquire knowledge and skills to improve proficiency with responsible products.
• Act as the customer advocate by providing feedback to internal organizations.
• Identify opportunities to improve issue resolution productivity and enhance customer assistance

Requirements:

• 1-3 years of experience working directly with customers.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and delegate appropriately.
• Strong organizational skills and attention to detail.
• Excellent problem-solving skills with the ability to troubleshoot independently.
• Self-motivated with a strong learning orientation.
• Solid understanding of modern web application stack, familiar with technologies like Typescript, React, GraphQL, REST, PostgreSQL, Kubernetes/Docker, and nginx.
• Understanding of OpenAI and JSON Schema.
• Knowledge of authentication methodologies such as SAML and SSO.
• English proficiency at B2 level or higher.
• College degree in Computer Science, Computer Engineering, or a technical equivalent.
• Knowledge of at least one programming language