Job Description :
Sr. Customer Support Engineer
Burlington, MA (Locals Only)
USC & GC only (Unable to sponsor at this time)
Full Time, Onsite
Phone then f2f
Job Description
Client is seeking a motivated and energetic individual who thrives on working with APIs to create customized integration solutions. The Sr. Customer Support Engineer will focus on supporting customers who integrate their application security-related processes with the Client service.
Client customers have used our APIs to integrate Client into their SDLC, including build server integration, developer desktop productivity, IDE integration and bug tracking automation.
As a Sr. Customer Support Engineer you will:
Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Client service
Learn/support the standard Client service and Client APIs
Re-produce and resolve complex technical issues in a timely manner
Use the Client CRM system to log, track, and manage reported issues
Create knowledge base solutions on key customer topics
Be knowledgeable on application security concepts
Transfer knowledge to customers and co-workers
Interact with Client customers to develop and demonstrate integration solutions
Develop, manage, and maintain productized integrations
Develop and maintain API sample code
Create and maintain application notes and API documentation
Re-produce and resolve complex customer API/integration issues
Work with the Client product strategy team to file and track customer enhancement requests
This position requires a motivated individual that strives to find solutions that align with client needs while providing a repeatable solution(s) that can be reused across multiple programs. It will require constant and effective communication with internal/external cross-functional teams. This individual will have the opportunity and freedom to cultivate new and innovative solutions which will benefit our entire client base.
Skills/Requirements
4 year college education in Computer Science, Engineering or related field, or equivalent experience.
5+ years of experience in Technical Support Engineering experience.
2+ years of recent software development experience.
Expertise with one or more of the following: Java, XML, Python, PHP, C++, and C#
Expertise with Python or other scripting languages
Hands-on experience with one or more of the following:
Visual Studio and .NET
Eclipse
LINUX and / or IOS
Bugzilla or Jira
Hudson, Jenkins, or Cruise Control
Archer
SAML/SSO
VMware
Databases
Client requirement gathering, prioritization and scoping experience.
Strong technical writing skills.
Strong oral communication skills in English and good presentation/teaching skills.
Excellent problem-solving and organizational skills.
Ability to apply these skills cooperatively in a collaborative team environment.
Additional Skills & Experiences:
Experience building and maintaining a lab for demonstrating and troubleshooting reference integration implementations
Web Application development and debugging knowledge
SaaS product experience.
Security knowledge a plus.
Consulting background, integration experience and/or business intelligence experience.