Associate Support Engineer for Software

SmartBear is the leader in software quality tools for teams. SmartBear is a combination of a start-up, high growth environment and an established, financially strong company with 300+ employees across 6 global locations.

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.

* 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 * Authorized to work in the United States (minimum of H1B) **Nice to Have** * Technical support and programming experience * Working knowledge of software testing history, tools, and processes * Working knowledge of application lifecycle management, API’s, SQL, and network and server administration