Technical Support Engineer – Application Security Expert

Location UK / UK

Job Type Permanent full-time, TemporaryContract

Salary Negotiable

Updated 3 weeks ago

Reference 1365156

 Job Description

We seek a Technical Support Engineer in Belfast, UK, to join our Technical Support team! The Technical Support Engineer will provide email, telephone and online meeting based technical and product usage support to Black Duck enterprise level customers and evaluators.

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 Belfast, UK, to join our Technical Support team!  The Technical Support Engineer will provide email, telephone and online meeting based technical and product usage support to Black Duck enterprise level customers and evaluators.

We are seeing candidates that are passionate about working with customers and helping them solve complex problems.  Candidates must possess a “customer first” attitude and be great at understanding customer drivers.  They must also have a solid track record resolving issues in creative ways as well as exercising independent judgment in selecting methods and techniques to obtain solutions. Beyond solving problems, candidates will contribute to complex team project tasks with great follow through and execution. Lastly, all candidates will be expected to create productive and collaborative relationships with senior internal and external personnel in own area of expertise. Candidates would typically have 3-5 years of related experience for this role. This role can be based in either Belfast or Reading.

The ideal candidate has previous Technical Support experience with software application products and is a strong verbal and interpersonal communicator.

General Responsibilities
·        Provide email/telephone/online meeting 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 complex problems in a 3-tier environment working with Docker containers, operating systems, and 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
·         Assist with customer communications including technical product announcements, product delivery, and upgrade recommendations

Qualifications and Education Requirements
·         Bachelor’s degree or equivalent in a software or engineering discipline
·         Prior customer technical support experience with enterprise level software applications
·         Previous experience reviewing source code and providing small code examples
·         Strong technical expertise in three or more of the following:
o    Strong troubleshooting skills
o    Linux shell and administration
o    Docker container-based deployments
o    Java or javascript programming
o    Web application servers, particularly Tomcat
•Databases, SQL
•Open Source Software
·         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 don’t 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.