**About Micro Focus**
**About or Team**
Micro Focus is seeking an ArcSight Support Engineer Tier II to join its CyberRes SaaS organization.
The company is seeking customer-friendly individuals with strong Tier II support experience to help in expanding AWS-based SaaS offering.
New team members will provide customer and cloud infrastructure support for our ArcSight Intelligence and ArcSight Recon product offerings.
This position is an excellent opportunity to increase your existing ArcSight, AWS, and customer implementation and support skills, with room for advancement into site-reliability-engineering, development, professional services, leadership, and other roles.
**Primary Responsibilities**:
- Troubleshoot and resolve issues with our ArcSight SaaS offerings.
The team will be responsible for both product-related and cloud (AWS) infrastructure problems.
- Take direct ownership of customer issues from end to end, resolving all requests and incidents.
- Categorize and prioritize ArcSight support requests utilizing ticketing to track issues and provide up-to-date status and information.
- Work with our Site Reliability Engineering (SRE) team to help deploy new ArcSight tenants and containers to AWS.
- Assist Customer Success Managers with onboarding customers to Micro Focus's ArcSight SaaS offering.
- Assist with ArcSight user, such as new SaaS user setups and password resets.
- Recommend and perform system upgrades and patching of the ArcSight SaaS environment on AWS.
**Education and Experience Required**:
- Bachelor of Science in Computer Science, Information Technology, a related field, or equivalent experience or certification.
- 4+ years customer support, IT operations, or help desk experience.
- 2+ years direct experience in either managing or implementing ArcSight technology either on-premises or within AWS or Azure-based deployments.
- Hands on experience with AWS cloud environments.
- Experience managing Linux-based systems in a cloud environment.
- Experience with compliance programs and frameworks such as NIST, CIS, HIPPA, ISO 27001, GDPR, FedRAMP/FISMA, SOC 2, or PCI DSS is a huge plus.
- Advanced English Level
**Why Work Here?
**
Micro Focus's CyberRes SaaS team is an entrepreneurial environment that puts people first.
We believe that helping our employees grow in their careers helps them better support our customers.
The most significant investment we can make to improve our business is in our people.
**Job**:
Services
**Micro Focus is proud to be an Equal Opportunity Employer.
Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status