Premium Support Engineer

Job Description:

Premium Support Engineer, NMMi and NA Products

Who we are:

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. www.microfocus.com

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.

The Premium Support Engineer will focus primarily on the Network Node Manager I (NNMi), NNMi iSPI's and Network Automation (NA) products and need to be a quick study on new product functionality and features. https://www.microfocus.com/en-products/network-automation/overview and https://www.microfocus.com/en-products/network-node-manager-i-network-management-software/overview for product overviews.

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)
• Ability to travel onsite to customer locations up to 10%.

Skills and Knowledge:

• Network Node Manager i, Network Automation, NNMi iSPI's (QA, Multicast, MPLS, Traffic, IP Telephony, Performance & NET)
• Communication protocols: SNMPv1,v2 and v3
• Understanding of Cisco IP SLA, NetFlow, Multicast and VOIP
• Working knowledge of Perl and shell scripting, helpful.
• Database knowledge: Oracle & Postgres with SQL query language, helpful but not required.
• 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.
• Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution - a core ethos of doing whatever is necessary to keep the customer happy
• Excellent analytical and problem solving skills
• Flexibility and willingness to work outside of standard business hours including weekends, if needed.

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

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Job:
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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