Senior Support Engineer

Req ID: POS-48998

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Senior Support Engineer

  • Pune, India

Role Overview:

The Global Support organization at TIBCO provides technical Product Support services to our customers. As a member of this world wide team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products.

Candidate Profile:

  • Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 6-10 years of relevant IT experience.
  • Good troubleshooting and analytical skills 
  • Good knowledge of programming languages (JAVA/ C/ C++/.Net) and debugging skills.
  • Good understanding of Unix and Windows operating systems and ability to simulate / debug problems on these. 
  • Working knowledge of several of these technologies: J2EE, JMS, XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, SOAP will be an added advantage.
  • Good knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analysing SQL queries. 
  • Excellent verbal and written communication skills
  • Strong customer orientated attitude
  • Proven capability to own, drive and take responsibility
  • Ability to work in an international multi site environment 
  • Nice to have  (any of these): Java certification/Database certification, TIBCO product knowledge, Knowledge / experience of Cloud technology e.g. AWS, Azure etc., Knowledge of application security/Web services security.

Responsibilities:

  • Provide phone/email/webex consultation to debug customer problems of low to medium complexity.
  • Develop good communication skills (phone/email) to provide excellent support to the TIBCO customer base.
  • Understand the product issues reported by the customer and reproduce it locally in the support lab. Work with the senior members in the group to provide workarounds for the customer reported issues.
  • Escalates Service Requests (SRs) to senior members in the group when unable to overcome obstacles. Learns from escalated Service Requests and avoids repeated escalations of the same problem type.
  • Create Change Requests (CRs) for the defects/enhancements reported by the customer. Learn the technologies required for supporting the TIBCO product.
  • Learn other TIBCO products that are required for better understanding of the TIBCO product that the support engineer is working on.
  • Create KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.
  • May need to work in early morning shift (4:30 am – 1:30 pm IST) or General shift or EMEA shift (12:30 pm - 9:30 pm IST) or Night Shift (9:00 PM – 6:00 AM IST) or US Shift (3:00 PM – 12:00 am IST) on a rotation basis.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.

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