Sr. Support Engineer - SiteMinder (CA Single SignOn)

Summary about this job

Detail information about job Sr. Support Engineer - SiteMinder (CA Single SignOn). Terms and conditions vacancy

Job Overview

This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for CA’s Siteminder solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship, and leadership. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

Key Responsibilities

• Work with BIA's to proactively identify team training needs; collaborates with cross functional team members to help develop and deliver training content including engineer onboarding training.
• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. 
• Provide technical leadership in CA communities to promote self-service and to promote customer-to-customer collaboration. 
• Participate in customer engagement (i.e site visits, user group meeting, webinars) sessions to provide or assist with customer education and expand issue prevention efforts and deepen technical knowledge of customer environment.
• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of CA products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
• Research and investigate complex issues for CA product defects for associated product(s). Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Sustaining Engineering team.
• Lead and coordinate aged/escalated issues to customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members.

Work Experience

• Must have experience supporting CA's Single SignOn (aka SiteMinder) OR other Identity and Access Management (IAM) solutions
• Good knowledge of Java, .NET or similar Object-oriented programming language
• Familiarity with application middleware components (database, ldap, web servers, web app servers, etc.)
• Experience with the following web technologies (XML, SPML/SOAP, Web Services, etc.)
• Experience in writing technical documentation and communicating technical solutions with the right level of detail
• Excellent verbal and written communication skills including experience working with customers, business subject matter experts, and executive management
• Prior experience establishing an enterprise level IAM environment and implementing new technologies and processes.
• Ability to solve technical issues to match customer expectations and leading critical situations and major 3rd party systems/operating systems upon which they are reliant.

Note: Candidate should be eligible to work in Australia as this position doesn't offer visa sponsorship

More About Working at CA:

CA has earned scores of global Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

Learn more about CA Technologies and this opportunity now at http://ca.com/careers

Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employee. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.