Provide computer systems technical escalation support to resolve cases, report problems/bugs, and develop and test solutions. Diagnose, debug, and resolve problems in live deployments, PoCs, and installations. Involved with clients/customers/users where the product is highly technical or sophisticated in nature. Receive and process inbound client and internal requests. Maintain SLAs and document tickets. Resolve technical questions associated with general user operation and administration of user interfaces. Escalate issues to management and escalation teams as necessary and drive the issue to resolution. Troubleshoot and resolve various customer issues including site inaccessibility, login, automated assessments, and integrations/API. Troubleshoot remote satellite appliances. Facilitate client technical calls as needed with the Threat Research Center. Participate in or lead projects that are beneficial to the overall department. Report defects and feature requests/enhancements. Collaborate with Support, R&D, and Product Management to drive product and process improvements. Create knowledge base articles for recurring issues.

Requirements:
Education and Experience: Bachelor's degree or foreign equivalent degree in Computer Engineering, Electrical/Electronic Engineering, Computer Science, Information Technology or a related field and two (2) years of experience in troubleshooting complex software applications.

Specific Skills: Also requires background in: CI/CD; DevSecOps; Docker; Cloud networking; Linux; Scripting; Technical support or customer service with a technical focus; and Product deployment, configuration, and usage scenarios.

Employer: Black Duck Software, Inc.
Worksite: Burlington, MA

Pay Range and Benefits Information: The base salary range across the U.S. for this role is between Salary: $100,494.16 to $120,494.16 per year. In addition, this role is eligible for bonus. Black Duck offers 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.

For further information or to apply, refer to Job Code #K068 & send resume to: (email removed)