Escalation Engineer

hace 1 semana

San José, Costa Rica Micro Focus A tiempo completo

**About Us**

Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. _That’s high tech without the drama_

**About the role**

ArcSight division, is a leading global provider of Compliance and Security Management solutions that protect enterprises, education and governmental agencies. ArcSight helps customers comply with corporate and regulatory policy, safeguard their assets and processes and control risk. The ArcSight platform collects and correlates user activity and event data across the enterprise so that businesses can rapidly identify, prioritize and respond to compliance violations, policy breaches, cyber security attacks, and insider threats.

ArcSight is a leader in security and compliance management solutions that intelligently identify and mitigate business risk for enterprises. ArcSight provides the industry's only vendor-neutral solution for real time intelligent identification, prioritization and network response to external security attacks, insider threats and compliance breaches.

The Arcsight Current Product Engineering (CPE) team is responsible for handling customer escalations into R&D. As part of the CPE team you will be working on customer encountered product issues. You will be engaged to work on broad and complex problems spanning different ArcSight products and components requiring detailed code and system analysis. You will be challenged to work with ArcSight Support, Customers, peers and other R&D teams across the globe to find, design, implement, unit test and

deliver solutions in often time critical situations to achieve a high level of customer satisfaction. You will be working in a demanding and very fast paced environment. You will be required to use best practices and deliver features, functionalities and fixes that help the product achieve very high levels of customer satisfaction and quality standards.

**Responsibilities**:

- In depth code level understanding of complex product functionality, architecture and components.
- Designs solutions for others to develop.
- Work with ArcSight Support Team and core R&D teams.
- Participates in cross-functional teams e.g. ArcSight Support, Product Management, core R&D teams.
- Analysis of customer issues and provide prompt solutions. This includes, but is not limited to, developing, enhancing, maintaining, and executing hot fix and bug and feature development which utilize shared libraries, tools, and scripts in an Object Oriented environment.
- Participate in new ArcSight product development.
- Work closely with functional test team to design, develop, and contributing to making products more easily maintainable and usable.
- Work remotely with ArcSight Support and customers exercising customer interaction and interpersonal skills.
- Designs, prepares and executes solutions. Represents team with customers.
- Demonstrates technical leadership, and exerts influence outside of immediate team.
- Develops innovative solutions to complex business and technology problems.
- Contributes to strategic direction for teams.
- Applies in-depth or broad technical knowledge to provide maintenance solutions across one or more technology areas.
- Applies company and 3rd party technologies to complex software solutions of moderate complexity.
- Independently implements end-user or enterprise solutions of significant complexity.
- Integrates technical expertise and business understanding to create superior solutions for customers.
- Consults with team members and other organizations, customers and vendors on complex issues.
- Technical leadership of assigned project.
- Provide time / resource estimates for assigned projects.

**Education and Experience Required**:

- Bachelor's degree in Computer Science, Information Systems, or equivalent.- Effective verbal and written communication skills.
- Java development training, certification is a plus.
- 0 to 2 or more years’ experience writing code using languages such as (and not limited to) Java, J2EE, Spring MVC, JSON and other back end Java Technologies.- knowledge and experience with JSP, Servlets, GWT, HTML and JavaScript, HTML5, Web 2.0, AJAX, XML, Tomcat, Spring, Play, CSS3 among others.
- Advanced development experience on Linux platform.
- Advanced understanding of SQL and RDBMS databases such MySQL, SQL Server and Oracle.
- Advanced understanding of modern software design and development methodologies (e.g., OO).
- Experience on multiple full release project life cycles. Advanced understanding of modern SCM (software configuration management).
- Advanced understanding of testing tools and unit test and integration test scripting, and testing methodologies.
- Advanced experience using an Integrated Development

  • Senior Escalation Engineer

    hace 7 meses

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    **Senior Escalation Engineer Virtualization**: Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around? If you answered yes to these questions, we may have the job...

  • Senior Escalation Engineer Virtualization

    hace 2 días

    San José, Costa Rica Cloud Software Group A tiempo completo

    **Senior Escalation Engineer Virtualization** Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around? If you answered yes to these questions, we may have the job for...

  • Escalation Engineer

    hace 7 meses

    San José, Costa Rica Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Senior Escalation Engineer Virtualization

    hace 2 días

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    **Senior Escalation Engineer Virtualization** Do you enjoy tackling hard-to-solve technical problems? Are you interested in gaining exposure to exciting products? Are you looking for the opportunity for growth and learning? Would you like to work for one of the most innovative companies around? If you answered yes to these questions, we may have the job for...

  • Sr Escalation Engineer

    hace 7 meses

    San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software Group Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...

  • Senior Escalation Engineer Mobility

    hace 7 meses

    San José, Costa Rica Cloud Software Group A tiempo completo

    We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Endpoint Management. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with...

  • Escalation Engineer

    hace 1 semana

    San José, Costa Rica Cloud Software Group A tiempo completo

    **About Cloud Software Group** Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to...

  • Sr Escalation Engineer

    hace 7 meses

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software Group Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work...

  • Escalation Engineer

    hace 15 horas

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Senior Escalation Engineer Mobility

    hace 7 meses

    San Francisco, Costa Rica Cloud Software Group A tiempo completo

    We're looking for an outstanding Senior Escalation Engineer. You will provide an extraordinary customer service experience by problem identification and resolution on Endpoint Management. Do you have 5 years of proven ability in Enterprise support team and have strong critical thinking and problem resolution skills? Then we'd love to speak with...

  • Cloud Software Group Sr Escalation Engineer Position

    hace 2 meses

    San José, San José, Costa Rica Cloud Software Group A tiempo completo

    About Cloud Software GroupWe provide cloud solutions for over 100 million users worldwide, making a difference in the lives of real people.Our team values diverse perspectives and encourages learning, dreaming, and building the future of work.We are on the brink of a significant evolution and growth, and we need your expertise to drive it forward.Job...

  • Support Escalation Engineer

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Support Escalation Engineer

    hace 7 días

    San José, Costa Rica Microsoft A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Escalation Engineer

    hace 1 semana

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Technical Support Escalation Specialist

    hace 2 meses

    San José, San José, Costa Rica Microsoft A tiempo completo

    Technical Support Escalation Engineer Role OverviewWe are seeking a highly skilled Technical Support Escalation Engineer to join our team at Microsoft. As a key member of our Customer Service & Support organization, you will be responsible for owning, troubleshooting, and solving complex customer technical issues related to the Microsoft Graph API.This is an...

  • Escalation Technical Support Engineer

    hace 1 semana

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Escalation Technical Support Engineer

    hace 2 días

    San Francisco, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and...

  • Technical Support Escalation Engineer

    hace 7 meses

    San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Windows Devices and Deployment

    hace 2 semanas

    San José, Costa Rica Microsoft A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Support Escalation Engineer

    hace 2 semanas

    San José, Costa Rica Microsoft Corporation A tiempo completo

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...