Who are we?

Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO, while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it’s not just about finding risk, but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders.  

We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart and Sanofi.  

Description:

• Resolve new and escalated incidents
• Own and track customer issues – record, track, and resolve in a timely manner using SalesForce
• Conducts regular issue review meetings with key areas of development to ensure timely resolution for issues and communicate findings to customers.
• Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications
• Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings
• Review on-line support materials (FAQ's, white papers and knowledge base articles, etc.)
• Multi-task and manage multiple tickets simultaneously
• Champion customer issues internally & represent the company externally
• This position may involve alternative work hours including nights, weekends and company holidays

Requirements:

Technicians are expected to have advanced skills / knowledge of the following technologies, along with the ability to quickly acquire new skills related to the role.

• US English as a spoken/written language
• Bachelor of Science degree in Computer Science or an Engineering discipline.
• Ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources
• Quickly learn technical troubleshooting and fault isolation skills in a multi-platform-system-environment
• Experience working with Windows Server OS and Linux
• Experience AWS, Azure, GCP

Bonus skills/knowledge:

• Common Networking/Internet Services (DHCP, DNS, Domain Registration, etc.)
• Strong Networking (Routing, Switching, Firewalls, Load-Balancers)
• Experience working with authentication protocols (LDAP, SAML, OKTA)
• Knowledge of SCM, build management, and CI tools is a plus
• Experience using SalesForce

Additional Requirements:

• Ability to work in a team and communicate effectively
• Get stuff done!
• Willing to take on challenges anytime. Going above/beyond the call of duty
• Other tasks/duties as delegated by manager