Applications Engineering, Staff Engineer - Technical Support

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Applications Engineering, Staff Engineer - Technical Support

Are you a passionate engineer who thrives on solving real-world engineering challenges? Do you enjoy diving deep into complex systems, debugging intricate issues, and helping top-tier developers build secure, high-quality software?

This is not a traditional support role as our Technical Support Engineers are problem solvers, trusted advisors, and technical experts. You’ll work directly with some of the world’s best engineering teams, helping them resolve sophisticated issues in their development environments using your programming and systems knowledge.

What You’ll Do

As a Staff Applications Engineer, you’ll be a key member of our Technical Support team, acting as a trusted advisor to our strategic customers. You’ll use your programming skills to analyze, debug, and resolve complex issues—not just answer tickets, Work closely with R&D, product teams, and senior engineers to drive solutions and improve our products.

Your responsibilities will include:

• Acting as the Single Point of Contact for strategic customers, understanding their environments and business goals.

• Troubleshooting and resolving complex technical issues via phone, email, and other channels.

• Collaborating with developers and support teams to drive resolution.

• Researching and responding to customer inquiries with clarity and technical depth.

• Creating and maintaining knowledge base articles for recurring issues.

• Working a permanent night shift (EST time zone) as part of a 24x7 support team.

What We’re Looking For

Must-Haves:

• Bachelor’s degree in Computer Science, Engineering, or a related field.

• 5+ years of experience in technical support.

• Ability to read and debug code in one or more of the following: C/C++, C#, Objective-C, Java.

• Excellent communication skills—both written and verbal.

• Solid understanding of Unix/Linux systems and scripting.

• Experience with 3 or more of the following,

• Troubleshooting complex applications

• Container Orchestration tools – Docker Swarm & Kubernetes

• Web application servers, particularly Tomcat

• Databases, SQL

• Open Source Software

• Jenkins, TeamCity, or other CI tools

Preferred Skills & Experience:

• Familiarity with cloud platforms (AWS, GCP, Azure) and container technologies (Docker, Kubernetes).

• Experience with CI/CD tools like Jenkins, TeamCity, Git, Terraform.

• Knowledge of relational databases (MySQL, PostgreSQL, Oracle, SQL Server) or search services (e.g., JVM memory analysis, CPU utilization).

• Exposure to application security tools such as Coverity, Black Duck, Seeker, Fortify, Checkmarx, etc.

• Understanding of open source licenses and application security best practices.

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.