Support Engineer

| Greater Boston Area
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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.



Veracode is seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues.  The Customer Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the Veracode Service.

 

As a Customer Support Engineer you will:

  • Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Veracode service
  • Learn/support the standard Veracode service and Veracode APIs
  • Re-produce and resolve complex technical issues in a timely manner
  • Achieve proficiency of 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 Veracode product strategy team to file and track customer enhancement requests

 

 

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 Veracode’s entire client base

 

 

Minimum Requirements & Skills

 
  • 4 year college education in Computer Science, Engineering or related field, or equivalent experience
  • 2-4 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



 

Additional Requirements

 

  • Experience with Java, C#, etc.
  • SaaS experience
  • Experience using Salesforce and JIRA
  • Security knowledge a plus

 

More About Working at CA:

CA has earned scores of Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

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.

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Location

Burlington is Boston's most buzzy northwest suburb and home to CA Technologies, a fashionable town center with distinctive dining and unique shops!

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