Job Description and Requirements
Tech Support Engineer
Burlington, MA or Belfast, Ireland
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.
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
Web application servers, particularly Tomcat
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
To apply for this job please visit itjobpro.com.