Senior Enterprise Technical Support Specialist
hace 5 días
About the Role:
This is a senior technical support position in the Fortify on Demand team, focused on delivering exceptional customer satisfaction.
As a Technical Account Manager, you will serve as a single point of contact for assigned customers, providing expert technical support on the Fortify on Demand offering.
The role involves providing guidance to customers on Application Security needs, working proactively to prevent issues and ensuring rapid incident resolution when problems occur.
You will conduct thorough troubleshooting, gather diagnostics, reproduce problems, diagnose faults, and escalate software change requests to Fortify Product Engineering.
The goal is to become a trusted support advisor, ensuring customers are successful in their use of the FoD service.
Education and Experience:
- Technical University or Bachelor's degree preferred
- Typically 5-8 years experience in technical support and/or consulting
- Experience in AppSec desired
Key Skills and Qualifications:
- Experience with AppSec tools (Fortify SCA, Fortify WebInspect or equivalent tools)
- Excellent verbal and written communication skills in English
- Advanced troubleshooting skills in a technical environment
- Advanced proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience
- Able to solve and document solutions for usage by other technicians and customers
- Able to train peers on solutions
- Able to take ownership for resolution with escalated customers
- Able to lead technical action plans
- Lead or provide expertise to teams or projects
Desirable Skills:
- Knowledge of cloud platforms - AWS, Azure, Google
- Pipelines - Jenkins, Azure DevOps
- Containers - Docker, Kubernetes
- Git/Version control/SCCM
- DevOps
- Open-source platforms
About Micro Focus:
Micro Focus is 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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