CA Technologies Sr Support Engineer in Sao Paulo, Brazil

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.

  • Sr Support Engineer*

  • Location: São Paulo/ Brasil*

  • Your future starts here!*

This position is responsible for providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

  • Consideramos também candidatos PcD’s para todas as nossas posições (/for all our positions we also include “PCD” candidates/).*

  • About CA:*

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 nearly 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. For more information, visit www.CA.com/innovation.

  • Key Responsibilities:*

  • This position will work with CA Security and CA APIM (API Management) products. A development and training plan will be in place to focus initially on specific products and expand on a planned way. It is not expected full proficiency on all these products at once. More details of these products can be found in the following links.

o CA PAM (Privileged Access Management)

https://www.ca.com/us/products/ca-privileged-access-manager.html

o CA APIM (API Management)

https://www.ca.com/us/why-ca/api-management.html?intcmp=headernav

o CA SSO (Single Sign On)

https://www.ca.com/us/products/ca-single-sign-on.html

o CA IDM (Identity Management)

https://www.ca.com/us/products/ca-identity-manager.html

More details about CA Security Solutions:

https://www.ca.com/us/why-ca/security.html?intcmp=headernav

  • Although it is preferable the candidates who has experience with CA products, it is not a requirement for the position. Candidates with knowledge on the disciplines associated to the products (Security Management & API Management) and knowledge of similar products from other vendors may be a good fit as well.

  • Graduation in Computer Science or equivalent is required. Candidates need to have a strong foundation on Software to pursue a solution in collaboration with other areas to resolve complex Software problems.

  • Fluency in English is required due to strong interactions with Global team. This person will interact frequently with professionals from other countries around the globe.

  • Fluency in Spanish is preferable due to collaboration with CA employees from other LATAM countries. Additionally, it is expected that some engineers work with customers from other countries.

  • Candidates are expected to attend trainings and learn new products or technologies according to the business changes. The products mentioned in the role description are ones planned for current business needs, but it may face changes according to demand and company strategy.

  • CA has a FTS (Follow The Sun) dynamic, so urgent and high severity cases are transitioned to other countries for non-business hours. However, complex cases may need this position to interact on non-business hours including weekends.

  • This position may be requested to be on standby for urgent cases on non-business hours. Nowadays this demand unusual, but it may be occur according to business needs.

  • Most of the job activities can be done at CA office, but onsite interactions with customers are expected, mainly with the customers located in Sao Paulo. Interactions with customers from other Brazil states or countries in LATAM will be less usual, but expected as well.

  • This position requires a lot of direct collaboration with local team at CA Sao Paulo office, so Work from Home should an unusual exception bases and due to punctual needs.

  • International trips may occur to countries in LATAM, North America or Europe.

  • It is expected candidates with passion to help customers to succeed and improve CX (Customer Experience)

  • Skills & Competencies*

  • Proven customer service skills.

  • Strong communication skills; written, verbal and social media.

  • Demonstrate technical and team leadership skills.

  • Certifications

  • Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a CA product.

  • Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)

  • Work Experience*

Typically, 5 or more years of related professional experience.

The candidate must be proficient with the CA product or solution for which they will be supporting. In the case of a new hire or product reassignment, the Senior 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 Senior Support Engineer.

  • Business Travel*

Business travel of approximately 30 or less percent yearly is expected for this position.

  • A Great CA Employee:*

  • Takes smart risks

  • Exhibits courage

  • Is a “driver”

  • Embraces diversity

  • Communicates openly

  • Doesn’t take themselves too seriously

  • Likes to laugh

  • Loves a good challenge

  • Is resilient when faced with setbacks

  • Teams well with others

  • Insists on quality results

  • Is forward-thinking

  • Adapts easily to change

  • Solves problems creatively

  • 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./