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)
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.
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.