Technical Support Engineer- Federal Burlington, MA, USA

Black Duck Software, Inc.; Mississippi; On-site; USD 94,000 - 143,000; Full time

Job summary

A leading company provides solutions for application security and seeks a motivated Technical Support Engineer for USA Federal Customers. This role involves solving complex software issues with responsibilities to diagnose and resolve problems for their top clients. Candidates should have proficiency in programming with C/C++, C#, or Java, alongside strong communication skills and a passion for customer service.

Qualifications

• 4+ years of experience in technical support.
• Complete understanding of the software lifecycle and build process.
• Ability to effectively communicate with senior management.

Responsibilities

• Resolve complex customer problems through online meetings, email, and phone.
• Collaborate with support team and R&D to deliver effective solutions.
• Be the Single Point of Contact for strategic customers.

Skills

C/C++

C#

Java

Troubleshooting

Communication

Education

BS in Computer Science

Tools

Salesforce.com

Kubernetes

Job description

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Technical Support Engineer – USA Federal Customers

Software Products can have defects. We help customers identify them and eliminate their impact so they can focus on their primary job! Our products involve highly sophisticated, cutting-edge software algorithms to detect critical defects and security vulnerabilities in source code. Therefore, our technical support issues can be highly complex --- solving them requires intelligence, intuition, insight, and true technical expertise.

We seek a motivated Technical Support Engineer with C/C++, C#, and/or Java programming experience. We want to hire people who are eager to help the best engineers from the world's top companies (our customers) solve complex problems in their source code and development environments. If you have this programming knowledge and a passion for helping find solutions for software quality and security needs, then Black Duck is the right place for you.

General Responsibilities:

The Technical Support Engineer will be responsible for resolving customer problems. In this role, you will work closely with your peers, R&D and application/technical support staff to provide high-quality support to our customers.

Essential characteristics of this position include:

• Highly motivated, energetic individual with a relentless drive to learn and grow
• Capture, create and share knowledge internally and with customers
• Enthusiastically embrace a “Customer First” attitude and mentality
• Must thrive in and contribute to a highly collaborative environment
• Must have great situational awareness with the ability to quickly assess, be decisive and take action
• Ability to lead and thrive in complex or escalated situations
• You will be the Single Point of Contact for strategic customers. You will be the customers trusted advisor and advocate, understand the customer’s environment and business goals and work closely with the account team
• Troubleshoot incoming customer problems through online meetings, email and phone
• Be an engaged teammate - Collaborate with teammates (support team), peers and R&D to provide quick and effective solutions
• Research and respond to customer requests and provide detailed explanations to address questions and concerns from some of the world’s brightest developers and software architects

Qualifications and Experience

• Must be a US citizen
• 4+ years of experience in technical support
• 4 year technical BS required (Degree in Computer Science preferred)
• C/C++/C# or Java programming experience
• Complete understanding of the software lifecycle and build process
• Outstanding written and verbal communication skills.
• Must be able to tailor content to meet the needs of the client
• Ability to communicate effectively to Sr Management
• Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.)
• Experience in multiple compiler environments
• Kubernetes or Database Experience a plus
• Creative, fast, and comprehensive troubleshooting methodology
• Think creatively and demonstrate resourcefulness
• Ability to quickly break down complex problems and develop a resolution strategy
• Extensive technical expertise; Determine the root cause of issues
• Ability to create, use and share troubleshooting tools, software, and procedures
• Experience with Salesforce.com a plus
• Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic
• Must be able to manage and prioritize all aspects of a heavy workload
• Have a case and queue management strategy
• Smart, creative, energetic, conscientious, and enthusiastic persona
• Work off-hour shifts on an as needed basis

The base salary range across the U.S. for this role is between $94,700 - $142,100. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can share more specific details on the total rewards package upon request.

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.

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