Saas Operations and Technical Support Engineer

hace 4 semanas


San José, Costa Rica Micro Focus A tiempo completo

**Job description**

The SaaS Operations and Technical Support Engineer will play both a technologist and Case/Customer management role in a strategic and leading cross organization software engineering group.

Raising the standard of acceptance for Support cases to ensure any R&D related work can be properly consumed via SCRUM backlog, act as Case and customer owner when engaged in escalation and handle communication with stakeholders to ensure SCRUMs can focus on solving the more demanding technical issues.

**Responsibility**

Development of test assets and workarounds needed for case investigation: scripts, monitors, database population tools, analysis utilities and more

Write Knowledge articles to document known issues and best practices.

Conduct regression tests to validate solution or workarounds.

Diagnose complicated issues and come up with recommendation for solution.

Participate in calls with support and customers to investigate and communicate on current fix plans and technical issues.

Manage dynamic backlog and help prioritize work for SCRUM teams working with PM.

Qualify Enhancement Requests and help prioritize with Product Management

Act as single point of contact for customer/support and collaborate with different SCRUM teams to find the adequate resources.

**Education and Experience Required**:
Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.

Experience with containerization, deployment and operations.

Typically 2-3 years of experience in software R&D organization, customer facing experience a plus.

**Knowledge and Skills**:
Strong analytical and problem solving skills.

Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate product architectures, design proposals and negotiate options at management levels.

Experience in SaaS environments

Experience with AWS - advantage

Experience with Kubernetes

Good Networking skills and experience

**Job**:
Engineering Services

**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status



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