Job Title: Senior Support Engineer (IC3) – TIBCO Data Virtualization

Location: Pune
Department: Customer Support / Escalation Engineering
Reports To: Lakhan Thakur

Job Summary

We are seeking a skilled and experienced Senior Support Engineer specializing in TIBCO Data Virtualization (TDV) to join our dynamic Customer Support team. In this role, you will serve as a key escalation point for complex technical issues, ensuring timely resolution and customer satisfaction. You will collaborate closely with cross-functional teams, including Engineering and Product Management, to improve product supportability and enhance customer experience.

Key Responsibilities:

Technical Support & Issue Resolution

• Act as the primary escalation point for complex technical issues related to TIBCO Data Virtualization (TDV).
   

• Diagnose, troubleshoot, and resolve product-related issues, ensuring minimal customer downtime.
   

• Perform in-depth root cause analysis and work with Engineering to drive long-term solutions.
   

• Guide customers in best practices for deploying, configuring, and optimizing TDV solutions.

Customer Engagement & Communication

• Provide clear and effective technical guidance to customers, ensuring a smooth resolution process.
   

• Engage in high-priority customer interactions and incident reviews, delivering expert recommendations.
   

• Collaborate with customer teams to proactively identify and address potential issues before escalation.
   

Knowledge Management & Mentorship

• Document solutions, troubleshooting steps, and best practices in the knowledge base.
   

• Conduct internal training and mentorship programs to upskill junior support engineers.
   

• Participate in technical workshops, webinars, and customer training sessions.

Process Improvement & Collaboration

• Work closely with Product Management and Engineering to provide feedback on product improvements.
   

• Contribute to automation and self-service initiatives to enhance customer experience.
   

• Continuously improve internal support processes to reduce issue resolution time.

Required Qualifications

• Experience: 5+ years in technical support, customer support, or escalation engineering roles.
   

• Technical Skills:

  • Strong expertise in TIBCO Data Virtualization (TDV), including configuration, troubleshooting, and optimization.
     

  • Solid understanding of SQL, data modeling, and database management (Oracle, SQL Server, PostgreSQL, etc.).
     

  • Knowledge of cloud platforms (AWS, Azure, GCP) and virtualization technologies.
     

  • Experience with REST APIs, authentication mechanisms, and security best practices.

Preferred Qualifications

• Experience with data integration, ETL tools, and performance tuning.

• Familiarity with monitoring tools (Splunk, Datadog) for issue diagnosis.

• Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509,etc…)

• Academic knowledge or hands on experience with: RDBMS (Oracle, SQL Server, PostgreSQL), Unix/Linux, Apache Tomcat.

• Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP

• Familiarity with related technologies such as Docker and Kubernetes.

• Demonstrated ability to handle demanding and difficult customers and their expectations.

• Demonstrated ability to facilitate Zoom and/or conference calls

• Demonstrated skill at mentoring other support staff.

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please email us at AskHR@cloud.com for assistance.