Lead L3 Support Engineer Job in Qualys, Inc.

Description

We are seeking a talented Lead L3 Support Engineer to work on the Qualys Cloud Agent Platform

We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. The candidate is also expected to have excellent debugging and analytical skills along with strong technical foundation. The Lead L3 Support Engineer acts as the main point of contact regarding technical issues, and will work directly with Development and QA teams to facilitate resolution. This role will suit an individual who excels in a challenging and dynamic environment, enjoys providing world-class support, and is technically motivated.

What are we looking for in terms of hard skills:

• Bachelors/Masters/Doctorate in Computer Science
• 8-12 years of experience as a hands-on engineer or escalation engineer supportingSoftwareproducts and solutions for service oriented deployment in public or private clouds. Products/services must have demonstrable market share/customer installed base.
• 8-10 years of C/C++ programming on Windows, skills including design, prototype, development, test, performance profiling, etc.
• 5-8 years of experience in Python scripting for developing tools to aid support engineers.
• Hands-on with development tools like Visual Studio, Jira, GIT, Nexus, Maven, JIRA
• Agile Development with Scrum, Waterfall, Iterative, Spiral or mix of any of them based on projects

What are we looking for in terms of soft skills:

• Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
• Identify, propose and enforce escalation process improvements.
• Adapt response and extensive research as per customer response.
• Record all customer contacts and activities in CRM system..
• Respond to incoming cases of client services department as backup during peak times.
• Identify, analyze and write problems with program function, output, online screen and content.
• Develop software defect reports and maintain logged defects in respective database.
• Provide contributions to central escalation knowledge base
• Identify support tools gaps, enhance needs and propose solutions.
• Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
• Excellent communications skills, both verbal and written.
• Self-directed; requires minimal supervision on work products
• Team player with a can do attitude yet modest and humble attitude when it comes to collaborating within team and across other teams.
• Uncompromising attitude when it comes to quality and help raise bar of product, team members and hence overall engineering organization.

What we can offer:

• An environment to thrive and show your leadership skills
• Innovate, Code, make a difference.