HP
Software Support Engineer
San Francisco Bay Area, US - Computer Hardware, Computer Software, Information Technology and Services
About HP
HP is the world's largest provider of information technology infrastructure, software, services, and solutions to individuals and organizations of all sizes. Ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. At HP, we live for the big idea, the next great discovery. "Invent" is more than a word: it’s who we are. Our innovations in the key strategic areas of Big Data, Cloud, Mobility, and Security help shape the technology industry. Everything we do, we do to make technology more practical, usable, and valuable to our customers. Are you ready to give your career the boost it deserves?
About Enterprise Security
As a unified business, HP Enterprise security products (ESP) is one of the largest and fastest growing security organizations on the planet! Security, compliance, and risk management is a high growth market, and that market is accelerating. Those who would put enterprises at risk are increasing in number and sophistication rapidly, as evidenced by the daily reports of vulnerabilities and compromised systems. ESP is positioned to provide the best and most comprehensive solutions to secure large enterprises from these growing threats, as well as help them meet regulatory and compliance standards.
INTRODUCTION TO ROLE
As a Software Support Engineer at HP Fortify, you will join an industry-leading organization in customer service and support, becoming engaged in the most advanced total customer experience excellence practices. You will solve various technical customer issues and answer service, product, technical, and customer relationship questions received through various customer support communication channels such us telephone, email, e-chat, and ticketing system. You will also have the opportunity to collaborate across teams to drive improvements in achieving high levels of customer satisfaction.
Aligning with HP’s technical career path, HP offers you both vertical and horizontal growth in engineering, IT, and services.
KEY RESPONSIBILITIES
• Work from a standard protocol, utilizing a documented process to respond to customer issues
• Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
• Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
• Collaborate across teams to resolve issues and help reproduce issues in lab environment
QUALIFICATIONS:
Required:
- Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields
- Background in object-oriented software development (e.g. java, .NET, etc.)
- Experience with technical support and/or hardware and software computing, storage, and peripheral devices
- Knowledge and/or experience with updating Knowledge Management systems
- Passion for technology
- Excellent analytical and problem-solving skills
- Eager, quick learner with strong team-work spirit
- Excellent oral and written English communication skills
• DBMS and/or SQL experience
• Basic understanding of Web Application Servers, firewalls and http/https communications
• Experience with troubleshooting in a technical environment
• Advanced proficiency with case management databases and tools
Job Level commensurate with background/experience of selected candidate.
No salary provided
Posted April 28, 2015 at 07:40AM from LinkedIn http://ift.tt/1FtjCm1
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