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Premium Support Engineer, Hybrid Cloud Management and Operations Orchestration Products

Company: Micro Focus
Location: Austin
Posted on: October 17, 2019

Job Description:

Premium Support Engineer, Hybrid Cloud Management and Operations Orchestration Products

JOB DESCRIPTION:

PREMIUM SUPPORT ENGINEER, HYBRID CLOUD MANAGEMENT AND OPERATIONS ORCHESTRATION PRODUCTS

Micro Focus helps organizations run and transform its business through four core areas of digital transformation: Enterprise DevOps, Hybrid IT Management, Predictive Analytics and Security, Risk, and Governance. Our software provides the critical tools they need to build, operate, secure, and analyze their enterprise. By design, these tools bridge the gap between existing and emerging technologies enabling faster innovation, with less risk, in the race to digital transformation.

OUR PORTFOLIO SPANS THE FOLLOWING AREAS:

DevOps - IT Operations- Cloud - Security - Info Governance - Big Data, Machine Learning, & Analytics

Take charge of your future and join our team as we go to market with a best-in-class portfolio that will help shape the world s software landscape.

ABOUT THE ROLE

The Premium Support Engineer is assigned to support Micro Focus (MF) large and most strategic customers. The Premium Support Engineer provides both reactive and proactive technical support and is responsible for the identification and resolution of MF product related technical problems as well as to pro-actively help the customer avoid potential problems and maintain the environment of MF technology in an optimal and efficient manner including sharing best practices, issue prioritization, customer advocacy within MF, escalation management, point of contact, etc. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented MF technologies and will utilize resources within MF as needed to assist with these issues. An engineer will also listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.

In this position the Premium Support Engineer will focus primarily on the Hybrid Cloud Management (HCM) and Operations Orchestration (OO) products and need to be a quick study on new product functionality and features. To be successful in this product space general understanding of mainstream technologies and overall troubleshooting skills.

THE PREMIUM SUPPORT ENGINEER WILL

* Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of their system, configuration and business needs.

* Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations.

* Listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.

EDUCATION AND EXPERIENCE:

* Bachelor's Degree in Computer Science, Information Systems or related field (or equivalent experience required)

* 7+ years IT/Technical Support/Professional Services experience required (experience in technical leadership and 2nd or 3rd line support - experience using technical support tools and supporting new software products is highly preferred)

* Required Technical Skills: Network Node Manager i, Network Automation, NNMi iSPI s (QA, Multicast, MPLS, Traffic, IP Telephony, Performance & NET)

* Ability to travel onsite to customer locations up to 10%

* US citizenship required

SKILLS AND KNOWLEDGE:

* Knowledge or experience with Micro Focus ITOM portfolio, including Operations Orchestration, universal Configuration Management Database and Data Protector. (Other ITOM products a strong asset)

* Knowledge of container technologies including Docker and Kubernetes

* Unix knowledge including Oracle Enterprise Linux6.6SUSE Enterprise Linux12.xRed Hat Enterprise Linux*6.x 64 bit, 7.x 64 bit**Ubuntu14.04.x LTS

* Knowledge in LDAP, Windows Authentication

* Working Knowledge of PowerShell

* Database knowledge: Oracle & Postgres with SQL query language

* Knowledge in Server Automation (SA) is a bonus

* Advanced proficiency with case management databases and tools.

* Phone and remote support experience. E-support experience, knowledge and resolution ability.

* Mix of skills and, most importantly, the ability to work well with a structured yet dynamic environment with the ability to work well in highly charged situations, have strong teaming skills and the ability to provide outstanding customer service.

* Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.

* Highly developed interpersonal, verbal and written communication skills.

If you want to be part of what's next and find out more about our available opportunities, visit Micro Focus Careers.

#LI-SD1

JOB:Sales

MICRO FOCUS IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. PROSPECTIVE EMPLOYEES WILL RECEIVE CONSIDERATION WITHOUT DISCRIMINATION BECAUSE OF RACE, COLOUR, RELIGION, CREED, GENDER, NATIONAL ORIGIN, AGE, DISABILITY, MARITAL OR VETERAN STATUS, SEXUAL ORIENTATION, GENETIC INFORMATION, CITIZENSHIP OR ANY OTHER LEGALLY PROTECTED STATUS

Keywords: Micro Focus, Cedar Park , Premium Support Engineer, Hybrid Cloud Management and Operations Orchestration Products, Engineering , Austin, Texas

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