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Technical Support Engineer, APM

Company: Micro Focus
Location: Fort Collins
Posted on: February 20, 2021

Job Description:

Technical Support Engineer, APMJob Description:Technical Support Engineer, Application Performance ManagementMicro 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. About the RoleThe Technical Support Engineer, Application Performance Management - APM (BPM, RUM) provides direct service and support to our worldwide customer base on our award winning enterprise software and hardware solutions. has details about our Application Performance Management Software, previously known has BAC and BSM.A background in Operations Bridge Manager is a plus and will allow you to understand the integration between APM and OBM. The Technical Support Engineer

  • Analyze, diagnose, and resolve complex product issues related to Micro Focus Network Automation products in multi-tiered application environments
  • Troubleshoot and assist customers on product issues via telephone, WebEx, and email
  • Keep detailed log of all the customer interactions in case management tools
  • Develop, document, and publish best practice methods, technical white papers, knowledgebase articles and solutions
  • Collaborate closely with team members from support, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and supportability matters
  • Develop and deliver internal technical training presentations
  • Serve as subject matter expert for technical publications and user-community website
  • Participate in On-call support and prepared to work on weekend shifts during US hours Education and Experience Required:
    • First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
    • 5-7 years experience in relevant technologies and customer environments.
    • Experience with Application Performance Management software suite, previously known has BAC and BSM.
    • Knowledge of Operations Bridge Manager is a plus and will allow you to understand the integration between APM and OBM. Knowledge and Skills:
      • Proficiency with Linux, Windows, Networking and Database tools
      • Excellent verbal and written communication skills in language to be supported.
      • Advanced troubleshooting skills in a technical environment.
      • Excellent analytical and problem solving skills.
      • Advanced Software and hardware knowledge of computing, storage and peripheral devices.
      • Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
      • Advanced proficiency with case management databases and tools.
      • Superior customer service skills.
      • Phone and remote support experience. E-support experience, knowledge and resolution ability.
      • Ability to solve and document solutions for usage of other technicians and customers.
      • Ability to mentor new agents.
      • Ability train peers on solutions.
      • Ability to take full ownership for resolution with escalated customers.
      • Ability to lead technical action plans.
      • Lead or provide expertise to teams or projects.
      • Highly Developed knowledge of more complex solutions.If you want to be part of what's next andfind out more about ouravailable opportunities, visit Micro Focus Careers .#LI-SD1#DiceSDJob:ServicesMicro 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 - provided by Dice

Keywords: Micro Focus, Fort Collins , Technical Support Engineer, APM, IT / Software / Systems , Fort Collins, Colorado

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