Customer Delivery Engineer @ Black Duck Software

Black Duck Software is looking for a Professional Services Engineer for the Technical Services Team. You will work directly with our clients to meet their software security, quality and compliance goals. You will help customers unlock the potential of Black Duck s suite of products - Coverity (SAST), Black Duck (SCA), Seeker (IAST), Defensics (Fuzz Testing), and Software Risk Manager (ASPM).

As a Professional Services Engineer at Black Duck, you will be responsible for customer onboarding and enablement. You will coordinate with customers to set objectives and achieve milestones on the path to customer adoption as well as facilitate ongoing health checks. You ll need to have fantastic technical skills to perform hands-on implementation, scripting, and troubleshooting as well as superb non-technical skills to build customer relationships, understand requirements, and conduct training sessions.

Representing Black Duck at our customers means that you are the face of Black Duck and hence play a vital role in ensuring that we have happy customers. Your passion and determination will drive success for both your customers as well as Black Duck overall.

The Technical Services Team at Black Duck services its customers via fixed-scope packages as well as a customized statements of work (SOW). In other organizations the post-sales function that Technical Services provides is often called Professional Services, Customer Success, or Application Engineering.

Key Responsibilities:

• Documenting customer requirements and review use cases.


• General onboarding of new accounts and successful technical implementation.


• Constantly strategize, conceive and execute internal processes to improve the Customer Success organization and our service offerings.


• Identify areas for improvement or enhancement in both Black Duck s product line and the company functions as a whole.


• Customer enablement ranging from formal training to constant efforts driving self-sufficiency within your assigned accounts.


• Assist in the attainment of Black Duck s renewals business.

Key Requirements:

• Proven ability to prioritize activities, set objectives and meet milestones.


• Well organized. Able to deliver project milestones and deliver on-time.


• Experience working with at least 2 programming languages namely C/C++, C# or Java.


• Desired experience with security testing and network protocols.


• Understanding of open-source software libraries such as glib, OpenSSL, Boost, etc. and their associated licensing.


• Experience with project scoping, requirements gathering and software development lifecycles.


• The ability to work with, connect to, and influence people.


• Good analytical skills, conceptual ability and creativity.


• Able and willing to travel occasionally as well as be in-office at least 3 days per week.


• Minimum 3-year relevant experience in a technical customer facing role.


• Experience in SAST tools (e.g. Coverity, Checkmarx, Fortify) or SCA Tools (Black Duck, Protex, Whitesource, Sonatype) is an advantage.

Education

Bachelor s Degree in Computer Science, Master s Degree preferred or equivalent Experience.