SaaS Support Engineer / FAS Cloud
Micro Focus
San Jose, Costa Rica
hace 6 días

Job Description :

Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running.

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

That's high-tech without the drama.

Our CyberRes security-products portfolio offers comprehensive solutions for data privacy, security operations, application security, identity, and access management.

Micro Focus is seeking a SaaS Support Engineer Tier II to join its CyberRes organization. New team members will provide customer and cloud infrastructure support for our industry-leading data privacy and protection suite in SaaS and private cloud environments.

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

Primary Responsibilities

  • Troubleshoot and resolve issues with our data privacy and protection SaaS and private cloud offerings. The team will be responsible for both product-related and cloud (AWS) infrastructure issues.
  • Take direct ownership of customer issues from end to end, resolving all requests and incidents.
  • Work with our site reliability engineering (SRE) team to help deploy new software and containers to AWS by utilizing Terraform and other infrastructure as code technologies.
  • Assist customer success team with onboarding customers to SaaS tenants in AWS and other cloud providers such as Azure.
  • 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 SaaS environment on AWS.
  • Shift work may be required, potentially to include nights, weekends, and holidays.
  • 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 of direct experience supporting or implementing software as a service (SaaS) technology within AWS or Azure.
  • Hands on experience with Docker or Kubernetes.
  • Experience managing Linux-based systems in a cloud environment.
  • Exposure to 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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