CA Technologies Support Engineer in Slough, United Kingdom

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.

  • Support Engineer – API Management*

As Support Engineer - API Management you will be 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.

RESPONSIBILITIES

  • Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.

  • Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases.

  • Actively participate in CA communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.

  • Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.

  • Establish relationships with customers to develop strategic partnerships and to help them achieve their business outcomes.

  • Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.

  • Independently apply acquired product/technical knowledge, support process and troubleshooting methodology to assess/recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.

  • Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.

  • Create lab environments to replicate customer issues.

  • REQUIEREMENTS*

  • Bachelor’s Degree or global equivalent in Computer Science or related discipline preferred.

  • 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).

  • Programming language and scripting language experience (e.g. Java, node.js, Javascript, Bash, PowerShell)

  • 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)

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.

At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.

Learn more about CA Technologies and this opportunity now at http://ca.com/careers

  • /Note to Recruiters and Placement Agencies/*/:// CA Technologies does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any CA Technologies employee. CA Technologies 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 property of CA Technologies and will be processed accordingly./

EOE/AA

  • 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./