Customer Success Engineer - Insight Hub

Customer Success Engineer - Insight

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

The Opportunity

SmartBear is looking for a Customer Success Engineer to join our Customer Success team.  In this role, you will engage with customers, colleagues, and the developer community at-large with a technical focus to educate and facilitate technical & end user adoption for assigned SmartBear products and platforms, in the areas of Observability, Mobile Application Development, Application Performance Management & Distributed tracing.   Assist our customers with their initiatives, and advocate for value realization amongst the SmartBear solutions.

Team Overview

SmartBear Customer Success Engineering is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial partnerships with our clients.  We do this through active engagement along the customer success journey to better understand their unique projects and partner with them to enable technical success with SmartBear technology.

The Customer Success Engineer (CSE) is tasked with providing technical expertise, training, and guidance to our clients. They work in tandem with our Customer Success Managers (CSMs) to provide a path towards both a successful subscription renewal and an expanded SmartBear technology footprint. They do this through technical guidance for Smartbear customers to sustainably implement & maintain the Smartbear technology portfolio in the way that makes sense for each customer’s unique business needs. 

The Requirements

You care deeply about customers and their success.  You are articulate, inquisitive, collaborative, curious and analytical. You are a self-motivated, operations-minded professional who is highly organized. You love learning how technology works and are solution-oriented. You look for opportunities to streamline processes and strive for efficiency.

In the role of Customer Success Engineer at Smartbear you will:

• Become an expert in API Lifecycle, Observability, Performance Testing, Test Management or UI Testing workflows to be able to educate enterprise customers on the adoption, use and benefits of SmartBear products and associated best practice usage philosophies.
• Serve in the role of product subject matter expert and thought leader for your assigned products and solutions. Be able to inject Smartbear products into the organizational objectives of our enterprise customers.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Serve as the voice of the customer, to analyze, interpret and report the “root causes” impacting customer satisfaction.
• Partner with Product Support, Product Management & Sales Engineering teams to assist customers with questions and issues which may arise, with a positive, customer-centric attitude.
• Be curious to stay ahead of the curve on cutting edge Smartbear technologies and map Smartbear products to customer technical needs.
• Work in partnership with CSM and sales teams to ensure strong handoffs and cross-functional experiences.
• Continually identify opportunities and develop/implement solutions to enhance the customer experience.
• Excellent written and verbal communication skills, including presentations and conducting 1:1 and one-to-many training sessions.
• Fluency in English required; additional language skills are a plus.
• Able to work specific hours 12-9PM CEST

The Ideal Candidate Brings

• Bachelor of Science degree in Computer Science or equivalent.
• Minimum of four (4) years of customer interaction and technical implementation experience, with the ability to rapidly generate customer trust and confidence in a customer success oriented environment
• Experience of developing in one or more of the following categories of development languages: 
  • Javascript
  • Java
  • Swift
  • Kotlin
  • Objective-C
• Confident, high energy, self-motivated and a true team player
• Strong technical aptitude and a drive to understand technology deeply
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills

Bonus points:

• Experience using error monitoring solutions
• Experience working with mobile SDKs
• Familiarity with the Observability space such as OpenTelemetry

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
• 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 breastfeed), or any other legally protected status.