Technical Support Engineer, Application Security

Synopsys, Software Integrity Group, is named a leader for 2023 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

We are searching to find a smart, motivated Technical Support Engineer. This person will be responsible for resolving customer problems. In this role, you will work closely with other members of technical support staff to provide high-quality support to our customers, primarily supporting our DAST product line.
 

Responsibilities:

• Receive and process inbound client and internal requests, maintaining SLAs, and documenting tickets accordingly
• Resolve all technical questions associated with general user operation and administration of user interfaces
• Escalate issues to management and escalation teams as necessary, driving the issue to resolution
• Troubleshoot and resolve various customer issues, including:
• Site inaccessibility, Login issues, Issues with automated assessments
• Integrations/API
• Troubleshooting of remote satellite appliances
• Facilitate client technical calls as needed with our Threat Research Center
• Participate in or drive projects that are beneficial to the overall department
• Report defects and feature requests/enhancements
• Understand customer contracts and licensing and advise customers and sales teams as needed.
• Troubleshoot incoming customer problems through email and/or remote session
• Work with escalation points with the support team and development teams to drive resolution of complex issues including root cause analysis
• Research and respond to customer requests and provide detailed explanations to address questions and concerns from developers and architects
• Create knowledge items for recurring issues

Required Qualifications:

• Understanding of the customer experience and lifecycle in a software subscription/renewal business model
• A solid understanding of internet fundamentals: URL structure, request and response layout, HTTP/S, SSL, Proxies, DNS, etc.
• Familiarity with Web Application Security concepts including OWASP Top 10
• Basic knowledge of Firewall access controls (NAT, WAF/IDS/IPS, ASM)
• Basic understanding of networks: OSI model, servers (APACHE, Tomcat, IIS, etc.), routers, switches, firewalls, TCP/IP, VLANs

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.

At Synopsys, we’re at the heart of the innovations that change the way we work and play. Self-driving cars. Artificial Intelligence. The cloud. 5G. The Internet of Things. These breakthroughs are ushering in the Era of Smart Everything. And we’re powering it all with the world’s most advanced technologies for chip design and software security. If you share our passion for innovation, we want to meet you.

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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.