Tier 1 Software Support Engineer Fortify Software

Fortify Software is seeking an experienced Software Support Engineer to be the front line in helping our customers reach their application security goals. This position will report to the Director of Technical Support and will be based in San Mateo.
Responsibilities

- Provide outstanding technical support to customers and partners via the web, email and phone
- Troubleshoot complicated technical problems with assistance from Engineering and other groups, as needed
- Resolve all customer inquiries in a professional, pleasant, and timely manner
- Use sound judgment to escalate issues, as needed
- Lead and/or participate in customer status calls
- Identify and document all customer issues, feedback and enhancements requests in Fortify's ticket-tracking system
- Contribute to Fortify's Knowledge Base by documenting frequently asked questions, solutions and techniques
- Provide product feedback and help to drive product improvements by working closely with Product Management and Engineering
- Participate in cross-functional initiatives and other projects as needed
- Be knowledgeable and proficient on all Fortify products and services
- Perform on-site support work, as needed

Qualifications

- Bachelor's Degree or equivalent, or related field and experience
- Strong spoken and written English skills with the ability to explain complex concepts in an understandable way
- Software development training in one or more of the following: Java/J2EE, .NET or Unix C/C++; Solid understanding of the software development lifecycle
- Experience in the Enterprise Security space in one of the following areas is desired: encryption technologies, LAN/WAN/MAN security concepts, risk analysis, OS/ application security concepts, identity management, and workflow concepts preferred but not required
- Knowledge of Oracle, SQL server and DB2 databases
- Ability to interact effectively with engineers and software developers is essential
- Proven analytical and problem-solving skills
- Detail-oriented and highly organized with the ability to multi-task and methodically track all customer interactions
- Ability to succeed in a team-based as well as autonomous environment
- Strong customer service ethics, a can-do attitude and a willingness to learn
- Demonstrated strong performance in prior roles.

Location:	San Mateo, CA United States