Premium Support Engineer - WORK FROM HOME

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Micro Focus
Full Time

Job Description

Premium Support Engineer - WORK FROM HOME

Job Description:

Premium Support Engineer - WORK FROM HOME

Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace. Join Micro Focus to become part of this innovation-just like the impact we're having as the official technical partner of Jaguar TCS Racing . We provide world-class software and services to support their push for more points, podiums, and wins--both on and off the track in the fast-changing environment of the ABB FIA Formula E World Championship.

About the Role:

This is a Senior Technical Support Engineer role in the Micro Focus Premium Support team, with a goal to provide the highest level of customer satisfaction. As a Premium Support Engineer, you will act as a single point of contact for a small number of assigned customers, providing technical support on the Micro Focus AMC Enterprise Suite. The role is to provide expert technical support guidance to customers during mainframe application modernisation and re-host projects, working proactively to avoid issues and ensuring rapid incident resolution when problems occur. As a Premium Support Engineer you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Micro Focus Product Engineering and test software patches for customers. The goal is to become a trusted support advisor and ensure that customers are successful in their use of Micro Focus AMC Enterprise software. : https://www.microfocus.com/en-products/enterprise-server/overview . This position requires ship.

The Premium Support Engineer is responsible for:

Key customer support ownership and issue resolution.
  • Apply deep and broad technical background and knowledge of industry trends to operate several critical technology areas/customer groups
  • Deliver reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty
  • Integrate technical knowledge and business understanding to create solutions for customer
  • Gathers and assesses customer needs, both business and technical
  • Lead Customer Expectation management as part of escalation process
  • Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
  • Willingness to travel 10% est once restrictions are lifted


Education and Experience Required:
  • Technical University or Bachelor's degree preferred.
  • Typically 5-8 years experience in technical support and/or consulting.
  • Experience in industry desired.
  • ship


Knowledge and Skills Required:

Core technical requirements are:
  • Mainframe Experience / Knowledge - IBM z/OS
  • Understanding of COBOL, JCL, VSAM, CICS, IMS, PL/I
  • Mainframe Software/Technologies - Scheduling, security
  • Micro Focus AMC Enterprise/Mainframe Software experience; Enterprise Developer, Visual COBOL, Enterprise Server, Enterprise Test Server, Server Express, Server for Enterprise Edition, Net Express, or others


Good to Have:
  • Knowledge of cloud platforms - AWS, Azure, Google
  • Containers - Docker, Kubernetes
  • Git/Version control/SCCM
  • Pipelines - Jenkins
  • DevOps
  • Open-source platforms
  • Native services in z/OS


If you want to be part of what's next andfind out more about ouravailable opportunities, visit Micro Focus Careers .

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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


Company Information

Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. That’s high tech without the drama.

Dice Id : 91109223
Position Id : 7024760
Originally Posted : 5 months ago

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