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Customer Support Engineer

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Job ID 2018963 Date posted 09/14/2018 Location São Paulo, São Paulo, Brazil

Customer Support Engineer

 Duties and Qualifications

 Provide technical support for Micro Focus’s customers using Access Manager.

 Required Skills:

  • Good customer service and technical troubleshooting skills
  • Analytical, interpersonal, communication, and technical writing skills
  • Written and verbal communication skills
  • Ability to analyze complex issues
  • Ability to prioritize tasks and manage time efficiently

Duties and Responsibilities:

  • Support Micro Focus customers on product issues by troubleshooting and resolving complex, critical, and sensitive support issues.
  • Manage assigned Service Requests, product(s), and component(s) by prioritizing open issues.
  • Document solutions to known issues.
  • Develop a working knowledge of applicable support debugging tools.
  • Build and enhance relationships of trust with the global support organization and other organizations within Micro Focus upon whom support is dependent.
  • Cover afterhours and weekends on rotating schedule

Minimum Qualifications:

  • Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or similar technical field or equivalent work experience required.

Preferred Qualifications:

  • Experience with Linux
  • Experience with Micro Focus Products
  • Experience with routers, network protocols, web security, Java scripts, and firewall

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