Director of Product Support - Test Hub

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.  

Director of Product Support - Test Hub

• Build, lead, develop and coach teams of top technical talent 
• Drive strategy and vision in collaboration with product and engineering teams 
• Software Testing, JavaScript or Python, Jenkins, Azure, GIT, TestComplete, BitBar 
• The successful candidate will work from our Bangalore office in hybrid model

Team intro 

Support services at SmartBear include self-help content (user guides, videos, tutorials, FAQ’s) and live agent support (via phone, email, screen share and chat). SmartBear offers business hours support as well as 24x7 support to its customers around the world. We have support centers around the globe to provide follow the sun support.   

Go to our product page if you want to know more about Test Hub at SmartBear. 

You can even have a free trial to check it out 😊  

About the role 

As a Director of Product Support you will be reporting to the VP of Product Support and be responsible for delivering technical support services to our customers. You will lead support teams in their functions around hiring, training, and managing the support services they offer for our customers.  

The perfect candidate has a passion for measuring performance through empirical data and work with peers and other cross function teams to find ways to improve process and team performance 

• Assist with defining strategy and managing collaboration with internal teams and vendors as appropriate 
• Assist with developing processes for establishing and maintaining effective partnerships with Sales, Engineering, Product, Enrolment and Licensing, and other internal teams to ensure a consistent customer experience 
• Assist with the development of strategic imperatives and goals for the team
• Be part of the end-to-end lifecycle of a project, from strategy to operationalization to execution to results
• Bring the voice of the customer to the organization: understand and draw insights from key customer trends, and customer/partner feedback to provide insights
• Continually develop improvements and embed successful change projects
• Coordinate across teams to confirm and successfully achieve communications for customer satisfaction and retention
• Create operational excellence through best practice sharing and process adoption
• Create, monitor and drive key service level metrics for customers, capitalizing on technology enhancements
• Customer obsessed leader with a hyper focus on problem resolution to ensure customer satisfaction
• Drive cost improvement activities by identifying system improvements and headcount optimization
• Enhance the customer experience via the adoption self service options and first call resolution
• Establish clear accountable performance metrics for Customer Care Engineers and leaders
• Focus on advancing our goal of delivering exceptional experience across our customers' end-to-end journey
• Foster strong technical practices, guide teams to innovative, and help evolve processes providing both high customer satisfaction and scalability
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Lead ramp up of support services for new products
• Lead the adoption of new tools and technologies to better serve the customer
• Manage leaders who oversee our technical support engineers
• Take responsibility for successful delivery against established team SLAs and KPIs
• Work closely with other SmartBear functional teams (product, sales, marketing, finance, licensing) to improve and adopt new processes and tools and support company initiatives 

We are looking for you if you have:  

• Minimum of 5-7 years in high-tech including 5+ years in Product Support operations or support delivery 
• Bachelor's degree, or equivalent experience 
• Ability to gather and analyzes data to understand the pros and cons of different decisions and options 
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
• Able to adapt and succeed in a changing environment
• Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically
• Demonstrate ability to motivate and communicate with others at all levels
• Demonstrated experience in leading key projects, including strategic customer support programs from inception to successful rollout
• Evidence of well-developed leadership skills
• Excellent communication and interpersonal skills
• Extensive experiencing of managing operational customer care teams
• Influential relationships skills at all. Able to use these relationships to deliver service improvements
• Salesforce experience preferred
• Strong cross-functional, technical Program/Project management experience including planning, scheduling, monitoring, and stakeholder reporting
• Strong customer orientation and a desire for achieving excellence in customer satisfaction and support service delivery
• Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes 

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.