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Novell/Micro Focus Dedicated Support Engineer

This Dedicated Support Engineer (DSE) role is assigned to support one customer with development and implementation support, along with post-implementation product and development support.  You will be on-site five (5) days per week.

The DSE is primarily responsible for integration and development with Micro Focus products. The DSE will develop business relationships with the customer's technical and management staff, and support the customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to develop and receive sign-off on functional requirements. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented Micro Focus technologies and custom solutions, and will utilize resources within Micro Focus as needed to assist with these issues. An engineer will also listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.  Additional responsibilities and skill requirements are listed below.

In this position the DSE will cover several Micro Focus products as well as non-Micro Focus products, and will need to be a quick study on new product functionality and features. The products requiring strong experience are eDirectory, Identity Manager (IDM), Access Manager (NAM), and Sentinel. The DSE will need a broad mix of skills and, most importantly, the ability to work well with a structured yet dynamic environment.  In addition, the DSE candidate should possess the ability to work well in highly charged situations, have strong teaming skills and the ability to provide outstanding customer service. This DSE role will include significant product integration and development responsibilities. Experience with product integration is a requirement.

As a DSE, you will:  

  • Share knowledge by writing technical documents and pro-actively sending helpful technical information to the customer (upcoming patches, technical news, etc).
  • Document and communicate work performed in provided systems and documents as requested.
  • Deliver technical presentations and/or training to diverse audiences.
  • Assist in the implementation of Micro Focus products/solutions in line with specific business and functional requirements.
  • Participate in projects and project management as requested by the customer or Micro Focus


Required Education/Experience:

  • Bachelor's Degree in Computer Science, Information Systems or related field (or equivalent experience required)
  • 7+ years IT/Custom Development/Professional Services experience required
  • Position requires a strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous projects.
  • Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
  • Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution - a core ethos of doing whatever is necessary to keep the customer happy
  • Strong Analytical and problem-solving skills
  • Highly developed interpersonal, oral and written communication skills

Required Technical Skills:

  • Development and integration experience with eDirectory, Identity Manager (IDM), Access Manager (NAM), and Sentinel (with an emphasis on NAM)
  • Skilled in Java/PHP/MySQL
  • Tomcat/Apache/IIS
  • Understanding of SOAP/SAML/REST and OAuth
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