Applications Engineering, Sr Engineer (Technical Support) @ Black Duck Software

Applications Engineering, Sr Engineer

Black Duck Software, Inc. is the trusted standard for companies that have a zero-tolerance policy for software failures. Our 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.

We seek a Senior Applications Engineer in Bangalore, India to join our Product Support team

Job Description:

Every software company has bugs in their code. We help those companies find the defects that cause their products to fail!

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, insight, and true technical expertise.

We are searching to find smart, motivated Senior Applications 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 worlds 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 engineers, find solutions for software quality and security needs, then Black Duck Software, Inc. is the right place for you.

The Applications 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.

Key Responsibilities:

The Senior Applications Engineer, as part of our Technical Support Team, will be responsible for resolving customer problems. In this role, you will work closely with RD 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, understand the customer s environment and business goals and work closely with the account team when needed.

• On a typical day, a Applications Engineer will be primarily responsible for solving customer s cases through a variety of customer contact channels which include telephone or email. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.

• Work with support team and developers to provide resolution to customer 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.

• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.

Key Qualifications:

• Bachelor s degree or equivalent in a software or engineering discipline.

Key requirements:

• Typically requires at least 1 + years of work experience in Technical support or development

• C/C++/C#/Python or Java programming experience

• Ability to read and debug one or more of the following languages C/C++, C#, Objective C, Java

• Prior customer support experience with software applications

• Outstanding written and verbal communication skills

• Strong knowledge on Unix/Linux systems and Unix scripting

• A good understanding of Cloud based applications (using Docker, Kubernetes, AWS/GCP/AZURE services) and think about security and scalability from group up.

• Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQL Server) OR exposure to search services fundamentals and troubleshooting (indices and JVM Memory analysis and CPU utilization) for key open source products.

• Experience with three or more of the following:

• Troubleshooting complex applications

• Docker container-based applications

• Container Orchestration tools - Docker Swarm Kubernetes

• Web application servers, particularly Tomcat

• Databases, SQL

• Open Source Software

• Jenkins, TeamCity, or other CI tools

• Experience with cloud computing platforms (Amazon Web Services/AWS, Google Cloud, Microsoft Azure).

• Strong working knowledge of modern development technologies and tools such Agile, CI/CD, Git, Terraform and Jenkins.

• Experience with tools like Coverity, Blackduck, Seeker, Defensics, Fortify, Checkmarx, Burp, Rapid7, Twistlock, Nessus, NMap, etc.

• You have a strong security background, and at least 5~7 years experience in a hands-on application security role, ideally on microservices and cloud platforms.

• Good knowledge and understanding about security vulnerabilities.

• Good knowledge about Open Source Licenses

• Good Understanding about Black Duck Hub is an added advantage

• Application security certification like OSWE, GWAPT, OSCP a plus.

• Good Understanding about Dynamic Application Security Testing (DAST) - Seeker is an added advantage

• Ability to troubleshoot technical problems and demonstrate resourcefulness in obtaining necessary diagnostic information

• Ability to quickly assimilate complex problems and develop a resolution strategy

• Ability to solve problems and determine the root cause of issues

• Ability 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 plus

• Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic

• Can handle multiple critical client support issues and can effectively communicate this to senior management

• Smart, creative, energetic, conscientious, and enthusiastic personal

• Team player with a customer-focused attitude

• Outstanding negotiation skills with the ability to resolve issues and address complaints.

• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.