Technical Support Engineer

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

We are searching to find a smart, motivated Technical Support Engineer. The Technical Support Engineer will be responsible for resolving customer problems. In this role, you will work closely with other members of technical support staff to provide high-quality support to our customers, primarily supporting the Coverity Static Analysis product suite.
The role would suit someone who:

• Is resident in the UK&NI
• Would enjoy working in a hybrid environment, split between home and the office either in Belfast, Northern Ireland or Theale, England.
• Has interest and experience in Application Security & Ethical hacking
• Has a strong desire to help others
• Enjoys working on complex technical problems
• Strives to learn and develop
• Is comfortable with the process of problem solving, and is able to work through a problem from the enumeration & characterization phase to problem isolation, reproduction and solution.

Job Responsibilities:

• Work with the team to ensure the incoming case queue is constantly maintained
• Remote troubleshooting of customer problems
• Work problems through to resolution and provide detailed root cause analysis
• Work with escalation points with the support team and development teams to drive resolution of complex issues.
• Research and respond to customer requests and provide detailed explanations to address questions and concerns from some of the world’s brightest developers and software architects
• Create knowledge items for recurring issues

Qualifications & Requirements

• Degree in Computer Science or equivalent work experience
• Typically requires at least one year of work experience in technical support 
• C/C++/C# or Java programming experience
• Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.).
• Experience with PostgreSQL
• Extensive technical expertise: the ability to solve problems and determine the root cause
• Ability to quickly assimilate complex problems and develop a resolution strategy
• Ability to troubleshoot technical problems and demonstrate resourcefulness in obtaining necessary diagnostic information
• Good written and verbal communication skills
• Experience of modern development environments and tools
• Experience in multiple compiler environments
• Ability to use development tools, software, and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client
• Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic
• Ability to handle multiple client support issues
• Smart, creative, energetic, conscientious, and enthusiastic persona
• Team player with a customer-focused attitude
• Experience with Salesforce.com is a plus
• Experience with common Cloud environments (AWS, Azure, Google Cloud)

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.