CA Technologies Sr Support Engineer - API Management in Prague, Czech Republic
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.
Adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such. May assist others in adopting to product(s)/technology change. May act as a Designated Support Engineer for certain products/customers.
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.
Actively participate in CA communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.
Share 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 developing knowledge content.
Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes.
Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-practices with customers.
Understand the Product Lifecycle and future direction for the supported products or product line. Participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments and supportability requirements.
Create lab environments to replicate customer issues.
Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.
Bachelor’s Degree or global equivalent in Computer Science or related discipline preferred.
4+ years experience using modern support tools providing support through multiple channels including, self-service (knowledge base), communities and chat.
Technical competence in a variety of operating systems (Linux - CentOS/RedHat , and Microsoft Windows Server and associated technologies)
Working knowledge in PaaS operation (e.g. OpenShift (OSE), Docker, CloudFoundry, Kubernetes)
Working knowledge in one or more DevOps, Orchestration/Configuration Management and Continuous Integration technology (e.g. Chef, Puppet, Docker, Jenkins, Ansible etc.)
Working knowledge in one or more version control platform (e.g. Git, SVN)
Strong understanding of network infrastructure concepts (TCP/UDP protocols, packet routing, DHCP, etc) and devices (firewalls, proxy servers, load balancers, etc).
Experience with XML and web services technologies.
o Knowledge of Cryptographic standards
- Working knowledge of JMS, FTP, LDAP, and Relationship Database systems (MySQL, Oracle, Microsoft SQL, IBM DB2)
o Exp. with Content mng. Sys. and App. Servers (Weblogic, JBoss, Websphere, IIS)
o Exp. with virtualized and cloud environments (such as VMware, AWS, Azure)
- 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./