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    Customer Application Technical Support Engineer - Burlington, ON, Canada - Synopsys, Inc.

    Synopsys, Inc.
    Synopsys, Inc. Burlington, ON, Canada

    1 week ago

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    Description

    Every software company has bugs in their code. We help those companies find the defects that cause their products to fail

    Our products involve highly sophisticated, cutting-edge software algorithms to detect critical defects and security vulnerabilities in source code. Therefore, our technical support issues can be highly complex --- solving them requires intelligence, insight, critical thinking and true technical expertise.

    We are searching to find a smart, motivated Technical Support Engineer with C/C++, C#, and/or Java programming experience. We want to hire people who are eager to help the best engineers from the world's top companies (our customers) solve complex problems in their source code and development environments.

    If you have this programming knowledge and a passion for helping engineers find solutions for software quality and security needs, then Synopsys is the right place for you.

    Customer Application Technical Support Engineer Responsibilities:

    Technical Support plays a critical role in retention by ensuring that customers realize the full value of their deployments through maximizing utilization and adoption.

    The Technical Support Engineer will be responsible for resolving customer problems. In this role, you will provide technical support to customers, partners, field engineering (SE), implementation teams, CSMs, and other technical product groups by working closely with R&D and technical support staff to provide high-quality support to our customers.

    Key tasks:

    • You will be the Single Point of Contact for many of our strategic customers. You will be the customers trusted advisor and advocate, understand the customer's environment and business goals and work closely with the account team when needed
    • Troubleshoot incoming customer problems through zoom calls, email and phone
    • This involves diagnosing, troubleshooting, and debugging live customer deployments, PoCs, and installations in progress, and providing ad-hoc training for customers when this is required.
    • This work frequently involves working in collaboration with support team, R&D, and Product Management on improvements to useability, supportability, and serviceability by driving enhancements to products, and processes to provide resolution to customer issues
    • In addition to requiring detailed knowledge of our products and services, the role also requires detailed knowledge of the environments in which they operate. This includes deployment, configuration, and usage scenarios.
    • Research and respond to customer requests and provide detailed explanations to address questions and concerns from some of the world's brightest developers and software architects
    • Create knowledge items for recurring issues
    • Must be able to work off-hour or on-call shifts on an as-needed basis

    Key Qualifications:

    • BS/BA degree in Computer Science or equivalent work experience
    • Prior customer support experience with software applications
    • C/C++/C# or Java programming experience
    • Detailed knowledge of adjacent technologies e.g. CI/CD, DevSecOps, Kubernetes, cloud, networking, Linux, scripting, virtualization etc.
    • Professional certifications of adjacent technologies (AWS, Azure, CKA, CHE, CCNA)
    • Outstanding written and verbal communication skills
    • Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.).
    • Experience with PostgreSQL
    • Extensive technical expertise; the ability to solve problems and determine the root cause
    • Experience in multiple compiler environments
    • Ability to troubleshoot technical problems and demonstrate resourcefulness in obtaining necessary diagnostic information
    • Ability to quickly assimilate complex problems and develop a resolution strategy
    • Ability to solve problems and determine the root cause of issues
    • Ability to use development tools, software, and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client – experience with a plus
    • Enjoy a fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic
    • Can handle multiple critical client support issues and can effectively communicate this to senior management
    • Smart, creative, energetic, conscientious, and enthusiastic persona
    • Team player with a customer-focused attitude

    The base salary range across the U.S. for this role is between $70,000-$106,000. In addition, this role may be eligible for an annual bonus, equity, and other discretionary bonuses. Synopsys offers comprehensive health, wellness, and financial benefits as part of a competitive total rewards package. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can share more specific details on the total rewards package upon request.

    About the Synopsys Software Integrity Group

    Synopsys Software Integrity Group helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Synopsys, a recognized leader in application security, provides static analysis, software composition analysis, and dynamic analysis solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Synopsys helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

    For more information, go to

    Synopsys considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Synopsys complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Synopsys Inc. also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.
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