CA Technologies Senior Support Engineer - CA Single SignOn in North Ryde, Australia
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.
- Job Overview*
This position is responsible for the technical success of omni- channel support and technical guidance within the Global Support Organization for CA’s Siteminder 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.
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.
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.
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.
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.
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.
5+ years’ experience supporting CA Single Sign On (aka SiteMinder), with consideration given to candidates experience in other Identity and Access Management technologies.
Good knowledge of Java, .NET or similar Object-oriented programming language
Familiarity with application middleware components (database, ldap, web servers, web app servers, etc.)
Experience with the following web technologies (XML, SPML/SOAP, Web Services, etc.)
Experience in writing technical documentation and communicating technical solutions with the right level of detail
Excellent verbal and written communication skills including experience working with customers, business subject matter experts, and executive management
Prior experience establishing an enterprise level IAM environment and implementing new technologies and processes.
Ability to solve technical issues to match customer expectations and leading critical situations and major 3rd party systems/operating systems upon which they are reliant.
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./