CA Technologies Principal Support Engineer in Hyderabad B1Nanakramguda, India
Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.
CA Technologies is a Fortune 1000 company with a startup mentality – and we’re searching for incredible, bright talent to dominate in the marketplace. Sure, CA has been a leading software company for four decades, with a global customer base that includes the majority of the Fortune 2000 - but what excites us today is the opportunity to redefine the future of our industry in the age of the cloud, mobile, social and big data. We have a daring vision and a powerful, expanding solution set that helps the world’s most successful companies realize their boldest objectives.
What makes CA unique in our ability to help customers is more than the sum of our experience and expertise-It’s how we view the word, who we are, how we live and how we work. In fulfilling our mission, it’s not just what we do that matters. It’s what we believe.
For more information, visit https://www.ca.com/us.html
- Business Unit Details:*
We are the highly skilled professionals of CA Support. Customers trust us with their business and we take ownership in keeping their business moving forward. We don’t just solve issues: we advise and guide our customers. We commit ourselves to taking the time to understand the problem completely; and aim to eliminate the possibility of the issue arising again.
We exercise our judgment, resourcefulness, and creativity to resolve issues. Together, we reach beyond solving problems, beyond metrics, and strive to deliver an unexpected level of support. We are proud to be the face of our company. We are proud to delight our customers—every day in every way.
CA support is responsible for providing Multi Channel support for our products to ensure our customers achieve their desired business outcomes. We deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed to promote CA’s mission, customer promise, and strategy.
- Job Overview*
This position is responsible for the technical success of omni- channel support and technical guidance within the Global Support Organization for multiple products/ solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship, and leadership. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.
Promote CA mission, customer promise, and strategy; willingly adapts to and supports change. Leads and participates in projects to improve the business/products/CX.
Willingly accepts and adapts to change in product(s) being supported, infrastructure/ technology and such. Leads others in adopting to product(s), technology and environmental (i.e., SaaS) change. May act as a Designated Support Engineer for certain products/ customers.
Continually expands knowledge of CA Support best practices, procedures and systems.
Lead brainstorming sessions and internal projects to improve our business. Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.
Work with BIA's to proactively identify team training needs; collaborates with cross functional team members to help develop and deliver training content including engineer onboarding training.
Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise.
Independently review and apply industry trends. Expand product and technology expertise across multiple product sets. Act as subject matter expert for multiple products.
Provide technical leadership in CA communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities. Establish community forums and blogs.
Shares knowledge with other engineers and customers by following /KCS methodology/and process. Enable customer self-service success using /KCS methodology/ by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/mentor colleagues in developing knowledge content.
Participate in customer engagement (i.e site visits, user group meeting, webinars) sessions to provide or assist with customer education and expand issue prevention efforts and deepen technical knowledge of customer environment.
Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of CA products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
Leverage and expand relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes. Mentor colleagues to help them build relationships with key stakeholders.
Use problem solving skills and product knowledge to proactively prevent future customer's issues. Proactively share information/expertise regarding recent hotfixes and knowledge documents with the customer.
Research and investigate complex issues for CA product defects for associated product(s). Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Sustaining Engineering team.
Lead and coordinate aged/escalated issues to customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members.
Partner with Sr. Support Delivery Management, Sr. Engineering Teams, BIA and Product Management to highlight customer's business impact and influence the prioritization of defects/issues to create fixes, documentation enhancements and such to improve the customer experience.
Understand the Product Lifecycle and future direction for the supported products or product line. Actively participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments, and supportability requirements. Share future product information with the team.
Create and assist others in creating lab environments to replicate customer issues.
Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.
Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.
Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.
Typical Role Definition*
Sr Professional Staff. A seasoned, experienced professional with a full understanding of area of specialization. Resolves a wide range of issues in creative ways. Complete understanding and wide application of principles, theories, and concepts in the field. General knowledge of other related disciplines. Strong competence with the various tools, procedures, programming languages used to accomplish the job. Usually works with minimal supervision, conferring with a supervisor on unusual matters. May be assisted by (and at times direct) less senior level employees. Requires daily decision-making capabilities and actions that may not be reviewed by superiors. Assignments are broad in nature and need ingenuity and originality to solve. Contributes to moderately complex aspects of a project. May assist more junior staff members with aspects of their job. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. May play a role in high-level projects that have an impact on the company’s future direction.
- Preferred Education*
Bachelor's Degree or global equivalent in Computer Science or related discipline.
- Work Experience*
Typically, 7 or more years of technical support experience as a Support or Senior Support Engineer.
The candidate must also have programming experience that is related to the supported solution. Structured programming experience in a professional environment is preferred, but an Associate or Bachelor's degree in Computer science or related field may qualify.
The candidate must be extremely proficient with the CA product line for which they will be supporting. In the case of a new hire or product reassignment, the Principal Support Engineer will be expected to make use of their previous experience (CA products or external experience) to expedite their proficiency to the level of a Principal Support Engineer.
Skills & Competencies*
Strong and proven customer service skills.
Strong communication skills; written, verbal and social media.
Strong and proven technical leadership skills.
Excellent analytical, troubleshooting and presentation skills.
Strong teamwork skills for inter-group cooperation.
Ability to handle high-pressure customer situations and bring these situations to a successful resolution for the customer.
Ability to interface with customer onsite at a technical level.
Ability to mentor and train other Technical Support Reps.
Advanced knowledge of CA products and technologies.
More About Working at CA:*
At CA Technologies, it’s easy to make a big impact. That’s because we help some of the world’s most powerful companies bring their best and brightest ideas to life. And we do it together. Whether you’re in sales, marketing, technology or corporate, you’ll be part of great team at CA.*
Bring what you bring.
Passion. Innovation. Weirdness. Whatever. No matter what you bring to the table, there’s a place for you at CA Technologies. We’re here to do amazing things, and we want diverse talent to lead the way. What will you bring?
If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers; if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it - then CA Technologies is where you belong
For more information, visit www.CA.com/careers
- More About Working at CA:*
CA has earned scores of global Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.
Learn more about CA Technologies and this opportunity now at http://ca.com/careers
/ Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employee. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly./