Support Engineer
Plano, TX

Job Description

Please Note:

1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)

2. If you already have a Candidate Account, please Sign-In before you apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Job Description:

Professional Staff. A principal level Support Engineer role. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required.

Work Experience

Typically, 7 or more years of technical support experience

Skills & Competencies

* Strong and proven customer service skills.
* Strong communication skills; written, verbal and social media.
* Strong and proven technical leadership skills.
* Excellent analytical, troubleshooting and presentation skills.
* Strong teamwork skills for inter-group cooperation.
* Ability to handle high-pressure customer situations and bring these situations to a successful resolution for the customer.
* Ability to interface with customer at a technical level.
* Ability to mentor and train other Technical Support Engineers
* Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
* Prioritize and balance workload. Assist/mentor others to prioritize and balance their workload by sharing their expertise.
* Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases. Act as subject matter expert for certain product components.
* Share knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/ mentor colleagues developing knowledge content.
* Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of CA products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
* Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes.
* Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.
* Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers' environments.
* Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-practices with customers.
* Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provide coaching and mentoring to less-experienced team-members, or colleagues.
* Create lab environments to replicate customer issues.
* Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
* Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams to increase customer satisfaction and adoption levels.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.