Back to jobs
New

Technical Support Engineer- Federal

Burlington, MA, USA

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.

Technical Support Engineer – USA Federal Customers

 

Software Products can have defects.  We help customers identify them and eliminate their impact so they can focus on their primary job!  Our products involve highly sophisticated, cutting-edge software algorithms to detect critical defects and security vulnerabilities in source code. Therefore, our technical support issues can be highly complex --- solving them requires intelligence, intuition, insight, and true technical expertise.
 
We seek a motivated Technical Support Engineer with C/C++, C#, and/or Java programming experience.  We want to hire people who are eager to help the best engineers from the world's top companies (our customers) solve complex problems in their source code and development environments.  If you have this programming knowledge and a passion for helping find solutions for software quality and security needs, then Black Duck is the right place for you.


General Responsibilities:

The Technical Support Engineer will be responsible for resolving customer problems.  In this role, you will work closely with your peers, R&D and application/technical support staff to provide high-quality support to our customers.
 
Essential characteristics of this position include:

  • Highly motivated, energetic individual with a relentless drive to learn and grow
  • Capture, create and share knowledge internally and with customers
  • Enthusiastically embrace a “Customer First” attitude and mentality
  • Must thrive in and contribute to a highly collaborative environment
  • Must have great situational awareness with the ability to quickly assess, be decisive and take action
  • Ability to lead and thrive in complex or escalated situations
  • You will be the Single Point of Contact for strategic customers.  You will be the customers trusted advisor and advocate, understand the customer’s environment and business goals and work closely with the account team
  • Troubleshoot incoming customer problems through online meetings, email and phone
  • Be an engaged teammate - Collaborate with teammates (support team), peers and R&D to provide quick and effective solutions
  • 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

Qualifications and Experience

  • Must be a US citizen
  • 4+ years of experience in technical support
  • 4 year technical BS required (Degree in Computer Science preferred)
  • C/C++/C# or Java programming experience
  • Complete understanding of the software lifecycle and build process
  • Outstanding written and verbal communication skills. 
    • Must be able to tailor content to meet the needs of the client
    • Ability to communicate effectively to Sr Management
  • Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.)
  • Experience in multiple compiler environments
  • Kubernetes or Database Experience a plus
  • Creative, fast, and comprehensive troubleshooting methodology
    • Think creatively and demonstrate resourcefulness
    • Ability to quickly break down complex problems and develop a resolution strategy
    • Extensive technical expertise; Determine the root cause of issues
  • Ability to create, use and share troubleshooting tools, software, and procedures
  • Experience with Salesforce.com a plus
  • Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic
  • Must be able to manage and prioritize all aspects of a heavy workload
    • Have a case and queue management strategy
  • Smart, creative, energetic, conscientious, and enthusiastic persona
  • Work off-hour shifts on an as needed basis

The base salary range across the U.S. for this role is between $94,700 - $142,100. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can share more specific details on the total rewards package upon request.

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.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Black Duck Software, Inc.’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.