SmartBear is hiring a

Customer Care Engineer (TestComplete)

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 Care Engineer who will help our clients in learning and using SmartBear products. Please be advised that you will need to synchronize with our European team for the duration of the initial training. It will require you to work 12pm-8pm Melbourne time 4 days a week for the first 2-3 months

What you’ll do in this role: 

  • Provide support to our customers via email, on screen-sharing calls and on chat 
  • Troubleshoot, reproduce and investigate technical issues searching for the best solution to each problem 
  • Create sample projects and code examples for our users and contribute to external and internal knowledge base 
  • Work closely with the development team on complex issues via Jira incidents and bugs 
  • Gather user feedback, share it with the product team and improve the product 

Who we are looking for:

  • 1-3 years of experience in technical support, QA or a similar role
  • Programming experience, ability to write and read code, preferably in JavaScript or Python
  • Understanding of software testing concepts and working knowledge of automated software testing
  • Understanding of Web fundamentals: HTTP, HTML/CSS, REST APIs
  • Windows administration experience
  • Solid experience in troubleshooting technical issues
  • Ability to explain difficult concepts in plain language and desire to help people

It’d be nice if your background included:

  • Bachelor’s Degree in Computer Science or related field
  • Working knowledge of Git or any other Source Control tools
  • Working knowledge of CI/CD solutions (Jenkins, Azure DevOps, etc.)

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, 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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