Lead Premium Support Specialist - Fortify (Enterprise Application Security)

About the position

We are looking to welcome a Premium Support Engineers to our team, with advanced technical skills in OpenText Application Security (Fortify) or the ability to learn and come up to speed quickly in Fortify. You will work on our customers’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.

Responsibilities

  • Be the customer's single point of contact for support incidents opened for a specific product center.
  • Develop an in-depth understanding of your customer’s environment
  • Implement & establish a strong trusted working relationship with customers.
  • Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently
  • Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
  • Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
  • Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
  • Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers.
  • Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
  • Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
  • Delivery short-term custom offerings to address customers’ unique needs and requests.

Requirements

  • Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a customer support environment.
  • Advanced knowledge of OpenText Application Security (Fortify)
  • OpenText Static Application Security Testing (OpenText SAST) – Formerly Fortify Static Code Analyzer (SCA)
  • OpenText Dynamic Application Security Testing (OpenText DAST) – Formerly Fortify WebInspect
  • Knowledge of Windows and Linux operating systems, including administration basics
  • Basic networking knowledge (TCP/IP, SNMP, FTP/TFTP, proxies, SSL/TLS)
  • Understanding of system requirements (hardware, OS, architecture, software dependencies)
  • Advanced troubleshooting: ability to analyze verbose/debug logs and perform root cause analysis
  • Familiarity with relational databases (Oracle, PostgreSQL, SQL Server, MySQL)
  • Basic understanding of application security concepts (OWASP Top 10, SAST fundamentals)
  • Ability to read/debug code in common languages (Java, C#, JavaScript, Python)
  • Experience with CI/CD pipelines (Azure DevOps, Jenkins, GitHub Actions)
  • Familiarity with build tools (Maven, Gradle, MSBuild, Ant, Makefiles)
  • A proven track record of in-depth technical troubleshooting.
  • Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
  • Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
  • Ability to guide and advise customers proactively on best practices, configuration optimization, tuning and integrations.
  • Willingness and ability to travel if required. (<10%)
  • Willingness and ability to work occasionally outside of business hours, including weekends.
  • Ability to work outside standard hours on occasion to meet specific customer needs.
  • Willingness and ability to learn additional products as requested to meet staffing and account needs.

Nice-to-haves

  • French or Spanish Language is an asset.
  • Knowledge of other OpenText Products is an asset.

Benefits

  • Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
  • Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
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