SaaS Support Engineer
Micro Focus
San Jose, Costa Rica
hace 14 horas

Job Description : About us

About us

Micro Focus is one of the world’s largest enterprise software providers. We deliver mission-critical technology and supporting services that help thousands of customers worldwide manage core IT elements of their business so they can run and transform at the same time.

We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace.

Join Micro Focus to become part of this innovation just like the impact we’re having as the . We provide world-class software and services to support their push for more points, podiums, and wins -both on and off the track in the fast-changing environment of the ABB FIA Formula E World Championship.

About the Role

Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and / or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses.

As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry / market domain knowledge.

Actively contribute to the company’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects.

Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals.

Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.

Responsibilities :

  • Responsible for implementing part or all of the technical solution to the client, in accordance with an agreed technical design.
  • Occasionally responsible for providing a detailed technical design for enterprise solutions.
  • Understands a broad spectrum of company technology in order to provide part or all of a detailed technical design which meets customer requirements.
  • Often leads small to medium technical projects.
  • Works with and under the direction of the Project / Technical Manager and with customer nominated representatives.
  • Liaises with Solutions Architect as appropriate.
  • Provides technical support and input on the application of technology to a defined business segment.
  • Provides advice on solution and integration opportunities to defined segments.
  • Provides technical leadership on specific integration activities that are part of an engagement.
  • Provides planning and design support for the development of solution architectures that will be implemented in a multiple system environment.
  • Communicates across client community, and is viewed as adding value.
  • Demonstrates execution of the company strategy.
  • Contributes to knowledge tools and communities, and ensures project learning are documented and shared.
  • Role models Knowledge sharing and re-use within practice or profession.
  • Proactively encourages membership and contributions of others to professional community. Uses professions to meet the relevant certification and professional standards.
  • Produces internally published material such as knowledge briefs, service delivery kit components or modules, etc.
  • Participates in the selling process in C&I and works with sales / principals on pre- sales activities.
  • Education and Experience Required :

  • 5+ years of professional experience in technical support or product delivery, and a Bachelor of Arts / Science or equivalent degree in computer science or related area of study;
  • without a degree, three additional years of relevant professional experience (8+ years in total).

  • At least 2 years of experience in similar roles, troubleshooting problems in distributed web applications
  • Advanced English Level
  • Basic Knowledge in Networking and Databases
  • Integration experience with third party products
  • Linux knowledge and experience
  • Preferred Requirement (plus)

  • Scripting and automation tools (Jenkins, Python, Ansible, bash scripting)
  • AWS Knowledge or experience
  • Oracle / PostgreSQL knowledge
  • ITIL Certification
  • Experience with ALM and Load Runner Enterprise
  • Experience administrating ALM / LRE across multiple platforms / installations
  • Software systems testing methodology, including writing and execution of test plans, debugging, and testing scripts and tools.
  • Designs enhancements and updates for portions and subsystems of systems software, including operating systems, compliers, networking, utilities, databases, and Internet-related tools.
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