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Customer Support Analyst (Veracode) - UK

Requisition No.:  156187
Category:  Customer Support
Location:  London, LND, GB

Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

Veracode is seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues.  The Customer Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the Veracode Service.

As a Customer Support Engineer you will:

  • Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Veracode service
  • Learn/support the standard Veracode service and Veracode APIs
  • Re-produce and resolve complex technical issues in a timely manner
  • Achieve proficiency of Veracode’s CRM system to log, track, and manage reported issues
  • Create knowledge base articles to enhance the reuse of technical knowledge
  • Create and maintain application notes
  • Deepen your knowledge on application security concepts
  • Transfer knowledge to customers and co-workers
  • Work with the Veracode product strategy team to file and track customer enhancement requests
  • Train and mentor junior team members 
  • Represent Support as an SME on group and organizational projects



This position requires a team player who is motivated to learn, and who strives to find timely solutions to complex technical issues.  It will require constant and effective communications with internal/external cross-functional teams.  This individual will have the opportunity and freedom to cultivate new and innovative support solutions which will benefit Veracode’s entire client base



Minimum Requirements & Skills

  • College education in Computer Science, Engineering or related field, or equivalent experience
  • A few years in a Technical Customer Support related role
  • Client requirement gathering, prioritization and scoping experience
  • Strong technical writing skills
  • Strong oral communication skills in English and good presentation/teaching skills
  • Excellent problem-solving and organizational skills
  • Ability to apply these skills cooperatively in a collaborative team environment

Additional Requirements


  • Experience with Java, C#, etc.
  • SaaS experience
  • Experience using Salesforce and JIRA
  • Security knowledge a plus



If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers; if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it - then CA Technologies is where you belong.  At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.

Learn more about CA Technologies and this opportunity now at

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.




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