Zephyr Enterprise Software Engineer Customer Support

At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite toolsTestComplete, Swagger, Cucumber, ReadyAPI, Zephyrare trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. 

 

Job Description

The Zephyr for Jira product is undergoing a transformation to better align our products to the end users’ requirements while maintaining our market leading position and strong brand reputation across the Test Management Vertical. As a Software Engineer, you will be integral part of this transformation and will be solving challenging business problems and build highly scalable and available applications that provide an excellent user experience. Here are key responsibilities of the role –

Production Support Engineer

 

• Reporting into the Support Manager you will be required to solve the customer escalated issues on priority and assist the Support team in problem resolution by hands-on participation, effectively communicate status, issues, and risks in a precise and timely manner.
• You will debug the customer issue using the application code and provide the patch for the customer when it required.
• You will interact with Engineering, QA and Support team while working on the Support escalated Cases.
• We are looking for someone who can debug within the application code and provide solution to customer reported issues.
• Also should be able to talk to customer in the call and provide technical explanation on their issue.
• Also should provide the detailed RCA on the problem.
• Should be able to provide the customer patch when needed.
• Have 2-3 years of experience with hands on experience working in Java 8 platform or higher and hold a Bachelor’s Degree in Computer Science, Computer Engineering or related technical field required.

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know:

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

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.

#LI-PD1