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Technical Support Engineer

United States, Massachusetts, Burlington
July 05, 2022

Technical Support Engineer


USA - Massachusetts - Burlington

Job Description and Requirements

About the Synopsys Software Integrity GroupSynopsys, Software Integrity Group, is named a leader for 2020 in the Gartner Magic Quadrant for Application Security Testing (AST), in recognition of our vision and ability to execute. Security and risk management leaders will need to meet tighter deadlines and test more-complex applications by integrating and automating AST in the software life cycle eliminating risk before it puts them at risk. Every business runs on software, and defects in software create risk. We've curated the most powerful products and services to create one comprehensive platform that enables our customers to detect and remediate defects across their entire SDLC. To find out more about Synopsys SIG, check out https://www.synopsys.com/software-integrity.html. Technical Support EngineerJob OverviewOur Software Security and Quality business is all about building secure software-faster. That starts with our static analysis, software composition analysis, and dynamic analysis so our customers can build security and quality into the DNA of their code at any stage of the software development lifecycle and across the supply chain. All while minimizing risks and maximizing speed of application development.Responsibilities and DutiesThe Technical Support Engineer will be responsible for resolving customer problems. In this role, you will work closely with R&D and technical support staff to provide high-quality support to our customers.Tasks essential to this position include:You will be the Single Point of Contact for many of our strategic customers. You will be the customers trusted advisor and advocate. You will understand the customer's environment and business goals and work closely with the account team when needed.Troubleshoot incoming customer problems through email and/or phoneWork with support team and developers to provide resolution to customer issuesResearch and respond to customer requests. Provide detailed explanations to address questions and concerns from some of the world's brightest developers and software architectsCreate knowledge items for recurring issuesMust be able to work off-hour or on-call shifts on an as-needed basisQualifications:Bachelor's degree or equivalent in a software or engineering field* Prior customer support experience with software applicationsOutstanding written and verbal communication skillsKnowledge of Linux concepts and CLIExperience with at least three or more of the following:Troubleshooting complex applicationsDocker container-based applicationsWeb application servers, particularly TomcatDatabases, SQLOpen Source SoftwareJenkins, TeamCity, or other CI toolsAbility to troubleshoot technical problemsDemonstrate resourcefulness in obtaining necessary diagnostic informationAbility to quickly assimilate complex problems and develop a resolution strategyAbility to solve problems and resolve the root cause of issuesAbility to use development tools, software, and advanced troubleshooting procedures.Must be able to tailor content to meet the needs of the client - experience with Salesforce.com a plusEnjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with an excellent work ethicCan handle multiple critical client support issues. Effectively communicate this to senior managementSmart, creative, energetic, conscientious, and enthusiastic personaTeam player with a customer-focused attitudeInclusion and Diversity are important to us. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, military veteran status, or disability.

Job Category

Applications Services


United States

Job Subcategory

Technical Support Engineering

Hire Type