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This is a senior technical support engineer role in the Fortify on Demand team, with a goal to provide the highest level of customer satisfaction. As a Technical Account Manager, you will act as a single point of contact your assigned customers, providing technical support on the Fortify on Demand offering.
The role is to provide expert technical support guidance to customers for the Application Security needs, working proactively to avoid issues and ensuring rapid incident resolution when problems occur. As a Technical Account Manager, you will conduct 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 and ensure that customers are successful in their use of their FoD service.
**Education And Experience Required**
- Technical University or Bachelor's degree preferred.
- Typically 5-8 years experience in technical support and/or consulting.
- Experience in AppSec desired
**Knowledge And Skills**
- 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. Knowledge and resolution ability.
- Ability to solve and document solutions for usage of other technicians and customers.
- Ability to train peers on solutions.
- Ability to take ownership for resolution with escalated customers.
- Ability to lead technical action plans.
- Lead or provide expertise to teams or projects.
**Good To Have**
- Knowledge of cloud platforms - AWS, Azure, Google
- Pipelines - Jenkins, Azure DevOps
- Containers - Docker, Kubernetes
- Git/Version control/SCCM
- DevOps
- Open-source platforms
**Job**:
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
