Synopsys, Software Integrity Group, is named a leader for 2022 (6 years in a row) in the Gartner Magic Quadrant for Application Security Testing (AST), in recognition of our vision and ability to execute. Security and risk management leaders will need to meet tighter deadlines and test more-complex applications by integrating and automating AST in the software life cycle eliminating risk before it puts them at risk. Every business runs on software, and defects in software create risk. We’ve curated the most powerful products and services to create one comprehensive platform that enables our customers to detect and remediate defects across their entire SDLC. To find out more about Synopsys SIG, check out https://www.synopsys.com/software-integrity.html.

Technical Support Engineer II

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, and true technical expertise.

Our Software Security and Quality business is all about building secure software—faster. That starts with our static analysis, software composition analysis, and dynamic analysis so our customers can build security and quality into the DNA of their code at any stage of the software development lifecycle and across the supply chain. All while minimizing risks and maximizing speed of application development.

Location and Work Schedule: Burlington, MA, Hybrid Schedule with at least 2 days in office per week.

Responsibilities:

The Technical Support Engineer will be responsible for resolving customer problems. In this role, you will work closely with R&D and technical support staff to provide high-quality support to our customers.

Tasks essential to this position include:

• You will be the Single Point of Contact for many of our strategic customers. You will be the customers trusted advisor and advocate. You will understand the customer’s environment and business goals and work closely with the account team when needed.
• Troubleshoot incoming customer problems through email and/or phone
• Work with support team and developers to provide resolution to customer issues
• Research and respond to customer requests. 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

• Bachelor’s degree in computer science or similar field
• Prior customer support experience in IT or Software
• Some experience troubleshooting complex application/software products
• Previous experience prioritizing multiple critical client support issues
• Must be able to work off-hour or on-call shifts on as-needed basis (occasional)

• Knowledge/experience with Linux concepts and CLI
• Knowledge/experience with Docker Container Based Applications
• Knowledge/experience with Web Application Servers
• Knowledge/experience with Open Source Software
• Knowledge/experience with Data Bases (ex. SQL)

Inclusion and Diversity are important to us. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, military veteran status, or disability.

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