CA Technologies Sr. Support Engineer in Burlington, Massachusetts
Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.
CA Veracode is seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues. The Sr. Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the CA Veracode Service.
As an Sr. Support Engineer you will:
Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the CA Veracode service
Learn/support the standard Ca Veracode service and APIs
Re-produce and resolve complex technical issues in a timely manner
Achieve proficiency of CA Veracode’s CRM system to log, track, and manage reported issues
Create knowledge base articles to enhance the reuse of technical knowledge
Create and maintain application notes
Deepen your knowledge on application security concepts
Transfer knowledge to customers and co-workers
Work with the CA Veracode product strategy team to file and track customer enhancement requests
Train and mentor junior team members
Represent Support as an SME on group and organizational projects
This position requires a team player who is motivated to learn, and who strives to find timely solutions to complex technical issues. It will require constant and effective communications with internal/external cross-functional teams. This individual will have the opportunity and freedom to cultivate new and innovative support solutions which will benefit CA Veracode’s entire client base
Minimum Requirements & Skills*
4 year college education in Computer Science, Engineering or related field, or equivalent experience
A minimum of 5 years in a Technical Customer Support related role
Client requirement gathering, prioritization and scoping experience
Strong technical writing skills
Strong oral communication skills in English and good presentation/teaching skills
Excellent problem-solving and organizational skills
Ability to apply these skills cooperatively in a collaborative team environment
Experience with Java, C#, etc.
Experience using Salesforce and JIRA
Security knowledge a plus
If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers; if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it - then CA Technologies is where you belong.
At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.
We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Anniversary Service and Sick Days, 401(k) Plan, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program.
Learn more about CA Technologies and this opportunity now at http://ca.com/careers
We and all of our subsidiaries are equal opportunity employers. As such, it is our corporate policy to fill positions with qualified candidates regardless of the candidate’s race, color, sex, age, religion, ancestry, national origin, citizenship status, marital status, sexual orientation, gender identity, genetic information, disability, pregnancy, military status, veteran status or any other protected group status.
/ Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employees. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly./
/ If you require an accommodation with the online application process, please contact Talent Acquisition at 1-800-454-3788./