Support Engineer Tier II
Micro Focus
San Jose, Costa Rica
hace 5 días

Job Description :

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.

Micro Focus is seeking a Change Guardian - Support Engineer Tier II to join its CyberRes SaaS organization. The company is seeking customer-friendly individuals with strong IAM experience to help support their expanding AWS-based SaaS offering.

New team members will provide customer and cloud infrastructure support for our Change Guardian product offering.

This position is an excellent opportunity to increase your existing IAM, AWS, and customer implementation and support skills, with room for advancement into site-reliability-engineering, development, professional services, leadership, and other roles.

Primary Responsibilities

Troubleshoot and resolve issues with our Change Guardian SaaS offering. The team will be responsible for both product-related and cloud (AWS) infrastructure problems.

Take direct ownership of customer issues from end to end, resolving all requests and incidents.

Categorize and prioritize Change Guardian support requests utilizing ticketing to track issues and provide up-to-date status and information.

Work with our Site Reliability Engineering (SRE) team to help deploy new Change Guardian and containers to AWS.

Assist customer success team with on-boarding customers to Micro Focus's Change Guardian and IAM SaaS offering.

Assist with user identity and access management, such as new SaaS user setups and password resets.

Recommend and perform system upgrades and patching of the IAM SaaS environment on AWS.

Education and Experience Required

Bachelor of Science in Computer Science, Information Technology, a related field, or equivalent experience or certification.

4+ years customer support, IT operations, or help desk experience.

2+ years direct experience in either managing or implementing identity and access management (IAM) technology either on-premises or within AWS or Azure-based deployments.

Hands on experience with AWS cloud environments.

Experience managing Linux-based systems in a cloud environment.

Advanced English Level

Preferred Qualification (plus)

  • Experience with Docker or Kubernetes, desired.
  • Experience with compliance programs and frameworks such as NIST, CIS, HIPPA, ISO 27001, GDPR, FedRAMP / FISMA, SOC 2, or PCI DSS is a huge plus.
  • Why Work Here?

    Micro Focus's CyberRes SaaS team is an entrepreneurial environment that puts people first. We believe that helping our employees grow in their careers helps them better support our customers.

    The most significant investment we can make to improve our business is in our people.

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