SaaS Delivery Engineer
Micro Focus
San Jose, Costa Rica
hace 4 días

Job Description :

Provide high level (Tier3) technical support and guidance to Microfocus SaaS customers around the world, working on cutting edge SaaS delivered solutions.

Work closely and effectively with a worldwide team of engineers, and collaborate with R&D and Product teams, to assist our international customer base in taking advantage of their SaaS based solutions.

Duties include :

  • Deliver the SAAS operation for different ITOM products in our private and public clouds.
  • Write working software to build our front-end and back-end capabilities
  • Write APIs .
  • Troubleshoot functional issues, and collaborate with other teams within SaaS, to provide acceptable solutions.
  • Be the voice of the customer, by providing feedback to Product / R&D teams related to functionality / usability issues.
  • Assist customers in setup and configuration, of existing / new product functionalities.
  • Classify product issues, and report relevant bugs to R&D in case you are not able to resolve it.
  • Manage customer enhancement requests flow, while collaborating with product management teams.
  • Manage and maintain product knowledge received from R&D.
  • Provide product technical training to lower triers and groups.
  • Ensure SaaS standards are in place.
  • Take care of the incident and change management process
  • Skills required :

  • Familiarity with Web applications and troubleshooting client-side issues.
  • Experience in Cloud computing
  • Familiarity with databases (Oracle and / or Sybase databases or basic SQL concepts)
  • Comfortable with technology stack (Python + JavaScript / TypeScript, React)
  • Understanding of security and network protocols, such as SFTP, VPN, HTTP(S), and SSH
  • Proficiency in oral and written English
  • Goal-oriented interpersonal and communications skills with team members and clients
  • Capacity to set priorities and deliver solutions in time
  • Working on a multi-layer enterprise application.
  • Ability to analyze and debug complex systems.
  • Excellent customer facing communication skills.
  • A fast self-learner, and ability to adapt to a changing application / platform.
  • Team spirit
  • It’s a plus if you have experience with Docker, AWS, and CircleCI.
  • Experience / Background needed :

  • At least 3 year experience in a customer facing role.
  • At least 2 year experience with supporting web based applications.
  • Excellent written / spoken English.
  • A degree in sciences / technology.
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