Job Description :
Micro Focus is a growing organization looking for talented and experienced engineers to lead ITSMA product developments and support.
Core CPE team is responsible for handling any and all requests emanating from customers directly or through our support organization before they reach our R&D SCRUMs.
As a R&D Tier3 Technical Support Engineer you will play both a technologist and Case / Customer management role in a strategic and leading cross organization software engineering group.
You will also be responsible for handling incoming request from Support organization, Customer success team, Product Management, Customers directly or other Micro Focus R&D organization...
Raising the standard of acceptance for Support cases to ensure any R&D related work can be properly consumed via SCRUM backlog, act as Case and customer owner when engaged in escalation and handle communication with stakeholders to ensure SCRUMs can focus on solving the more demanding technical issues.
You will work closely with SCRUM masters, Product owners and engineers, Product Managers, Escalation managers and of course customers!
Development of test assets and workarounds needed for case investigation : scripts, monitors, database population tools, analysis utilities and more
Write Knowledge articles to document known issues and best practices.
Conduct regression tests to validate solution or workarounds.
Diagnose complicated issues and come up with recommendation for solution.
Participate in calls with support and customers to investigate and communicate on current fix plans and technical issues.
Manage dynamic backlog and help prioritize work for SCRUM teams working with PM.
Qualify Enhancement Requests and help prioritize with Product Management
Act as single point of contact for customer / support and collaborate with different SCRUM teams to find the adequate resources.
Education and Experience Required :
Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
Experience with containerization, deployment and operations.
Typically 4-6 years of experience in software R&D organization, customer facing experience a plus.
Knowledge and Skills :
Using software applications design tools and languages.
Strong analytical and problem solving skills.
Designing software applications running on multiple platform types.
Software applications testing methodology, including writing and execution of test plans, debugging, and testing scripts and tools.
Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate product architectures, design proposals and negotiate options at management levels.
Additional Or Preferred Qualifications :
Experience in SaaS environments
Experience with AWS - advantage
Experience with Kubernetes
Good Networking skills and experience
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 deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace.
That’s high tech without the drama.