Technical Support Engineer (HPE ArcSight)

Provides direct service and support to ArcSight’s worldwide customer base on our award winning enterprise software and hardware solutions.

Responsibilities

  • Analyze, diagnose, and resolve complex product issues related to HPE ArcSight products in multi-tiered application environments.
  • Troubleshoots and assists customers on product issues via telephone, WebEx, and email.
  • Keep detailed log of all the customer interactions in case management tools.
  • Develop, document, and publish best practice methods, technical white papers, knowledgebase articles and solutions.
  • Collaborate closely with team members from support, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and supportability matters.
  • Serves as subject matter expert for technical publications and user-community website.
  • Participate in On-call support on a rotational basis.

Education

  • Masters or Bachelors degree in Computer Science or equivalent verifiable work experience.

Technical Skills

  • At least 2 years of experience in supporting Enterprise Software products.
  • Sound knowledge of Linux or UNIX variants and Windows Servers.
  • Database experience (Oracle, MySQL).
  • Experience with troubleshooting network related issues.
  • Knowledge of web servers (Apache, IIS) and application servers (Tomcat/Jboss).
  • Experience working with ArcSight products is a plus.
  • System or Network Administration experience is a plus .

Soft Skills

  • Self-motivated and passionate about delivering proactive, responsive and credible service to customers.
  • Strong verbal, written, and interpersonal communication skills with the ability to communicate technical information effectively.
  • Capable of working under pressure and multitask in fast paced environment where priorities can shift quickly.
  • Willing to take ownership of customer issue to find the root cause and provide solutions.
  • Ability to work effectively in a team environment with a demonstrated ability to build and maintain positive relationships and team objectives.
  • Be able to think out of the box.
  • Fluency in English is a must.
  • Fluency in other languages is desirable.
  • Good knowledge and understanding of any search technology.

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