Checkmarx Looking for First Line Support Engineer (Night Shift) at Pune, Maharashtra, India Full Time

Checkmarx is the enterprise application security leader and the host of Checkmarx One™ — the industry -leading cloud-native AppSec platform that helps enterprises build #DevSecTrust.

Powered by the intelligence from our industry-leading AppSec security research team, and our AI-driven technology and services, our platform is designed to enable CISOs, AppSec and development leaders to prioritize their teams’ focus on what impacts their business.

Our offerings secure every phase of development for every application, from the very first line of code through production, while simultaneously balancing the dynamic needs of security and development teams.

We are honored to serve more than 1,800 customers, which includes 60 percent of all Fortune 100 organizations. We are committed to moving forward with the unwavering dedication to the safety and security of our customers, and the applications that power our day-to-day lives.

What are we looking for?

We are looking for a technical support engineer to join our First Line Support team – for night shifts only.

The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills.

How will you make an impact?

• Provide the first response to customers mainly through the Salesforce support system and occasional phone calls
• Conduct initial analysis and classification of customer cases
• Use various resources (acquired knowledge, knowledgebase, product documentation, etc.) to solve cases
• Gather essential information needed for the skill-based teams to further handle the case
• Smart routing – based on the case analysis, route to the correct skill-based team
• Contribute to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved cases)
• Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings

Requirements:

What is needed to succeed?

Engineers are expected to have intermediate knowledge of the following technologies, along with the ability to quickly advance those skills.

• English as a spoken/written language, with excellent communication skills
• Excellent problem-solving abilities
• BS degree in Information Technology, Computer Science, or relevant field
• At least 1 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Familiar with Windows/Linux OS environments
• Ability to think on one’s feet, learn complex products and discover creative methods to assist customers.
• Ability to diagnose and troubleshoot technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Basic knowledge of Networking/Internet Services is an advantage
• Basic knowledge Experience working with authentication protocols is an advantage
• Basic knowledge with IIS, Apache, Certificates, Docker, and MS SQL Server is an advantage
• Familiar with Salesforce, Confluence and Trello tools is an advantage

Additional Requirements:

• Ability to work in a team and communicate effectively
• Get stuff done attitude!
• Answer customer phone calls
• Willing to take on challenges anytime. Going above/beyond the call of duty
• Remote work in India
• Satisfactory working in Night Shift (11:00 PM to 7:00 AM)
• The candidate will have fixed shifts

What we have to offer:

Checkmarx offers a great work environment, professional development, challenging careers, competitive compensation, great work-life balance, as well as great benefits and perks throughout the year. Checkmarx is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.