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Technical Support Engineer

Job Description and Requirements

Position Name:

Tech Support Engineer

Position Location:

Burlington, MA or Belfast, Ireland

Position Type:

Full Time

About Black Duck Software, Synopsys

Did you know the Synopsys acquired Black Duck Software?

Together we help organizations around the globe secure and manage open source in their applications and containers.

Open source use is growing rapidly and so is Synopsys!

We seek a Technical Support Engineer in Burlington, MA to join our Technical Support team!

The Technical Support Engineer will provide email and telephone based technical and product usage support to Black Duck enterprise level customers and evaluators.

The ideal candidate has previous Technical Support experience with software application products and is a strong verbal and interpersonal communicator.

General Responsibilities

Provide email/telephone based technical and product usage support to Black Duck customers and evaluators

Enhance customer satisfaction by timely responses, consistent communications, satisfactorily resolving each case and prompt escalation to support management when needed

Diagnose problems in a 3-tier environment working with containers, operating systems, databases

Reproduce product issues for resolution by Engineering

Provide product usage guidance

Work with the pre-sales team to provide technical support for sales activities where needed

Proactively provide online content, including solutions to common problems, preventative advice and answers to customer forum questions

Disseminate potential sales opportunities

Assist with customer communications including technical product announcements, product delivery, and upgrade recommendations

Qualifications and Education Requirements

Bachelors degree or equivalent in a software or engineering discipline

Prior customer technical support experience with software applications

Previous experience reviewing source code and providing small code examples

Strong technical expertise in one or more of the following:


Strong troubleshooting skills


Linux shell and administration


Docker container-based deployments


Java or javascript programming


Web application servers, particularly Tomcat


Databases, SQL

Demonstrated commitment to providing high level customer satisfaction

Outstanding written and verbal communication skills. The ability to ask questions, parse answers for facts and effectively provide next steps and action plans.

Must be able to work off-hour shifts on an as needed basis

Knowledge or experience with Jenkins, TeamCity, or other build management/integration systems a plus.

About Software Integrity Group, Synopsys

Synopsys offers the most comprehensive portfolio of software security solutions in the market. We go beyond traditional testing services to help our clients identify, remediate, and prevent vulnerabilities in the applications that power their business. Our holistic approach to application security offers a balance of managed and professional services and products tailored to fit your specific needs. We dont stop when the test is over. Our experts also provide remediation guidance, program design services, and training that empower you to build and maintain secure applications.

Synopsys considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Synopsys complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Synopsys Inc. also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.

Business Title Technical Support Engineer
Hiring Location Great Britain – Belfast, USA – Massachusetts – Burlington, USA – USA
Hire Type Employee
Job Category Engineering
Country United States

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