SmartBear is hiring a

Customer Care Engineer (API)

Melbourne, Australia

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?

Quality Isn't Just a Goal. It's The Whole Point.

Our customers are under a lot of pressure to deliver great software. But to compress lifecycles, add features, and compete in a world where 'every company is now a software company' is hard. And one mistake can mean their reputation, even future. That's why it's our mission to help. At any part of their software development lifecycle (SDLC), we provide the tools and discipline to focus on quality while streamlining their processes. So our customers can create and deploy software that works as designed – especially when it's needed most. And we're looking for people to join us.

Role and Responsibilities:

We are looking for a Customer Support Engineer who will help our clients in learning and using SmartBear products.

What you’ll do in this role:

  • Troubleshoot and solve technical support issues with external customers (via email, screen share, live chat, Communities, phone, etc.)
  • 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 issue resolution and escalation goals
  • Look for ways to improve productivity of issue resolution and better ways to help customers

Who we are looking for:

  • 1 - 3 years experience
  • Must be knowledgeable of REST API's.
  • Must be knowledgeable of a programming language, preferably JAVA or Groovy.
  • Must have experience configuring and using a database such as Microsoft SQLServer, IBM DB2, Oracle Database, MySQL, etc.
  • Experience with Linux OS using the command line.
  • Good troubleshooting and debugging skills.
  • Good communication skills both written and verbally.

It’d be nice if your background included: 

  • Docker and Kubernetes experience.
  • SOAP, GraphQL, and Kafka knowledge.
  • Experience using enterprise backend/middleware software along with QA testing or development tools.
  • Experience working with customers using enterprise software.

About SmartBear
At SmartBear, we focus on your one priority that never changes: quality. We know delivering quality software over and over is complicated. So our tools are built to streamline your process while seamlessly working with the products you use – and will use. Whether it’s TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr, or one of our other tools, we span from test automation, API design, collaboration, performance testing, test management, and more. Whichever you need, they’re easy to try, easy to buy, and easy to integrate. We’re used by 15 million developers, testers, and operations engineers at over 24,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. Wherever you’re going, we’ll help you get there. Learn more at smartbear.com, or follow us on LinkedIn, Twitter, or Facebook.

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.

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