Support Engineer

Req ID: POS-49008

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Support Engineer

  • Pune, India

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software 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 solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks.  Our teams are encouraged 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

About This Team

Give a one-paragraph summary (3-4 sentences) of your specific team, so candidates have a clear, authentic understanding and can see themselves working on your team. Some areas to touch upon include:
  • Your team or product ambitions
  • Team culture
  • How the team prioritizes (work or features)
  • The profile of successful team members
  • Core technology stack or tools
  • The team’s core values 

Position Summary:

The primary responsibility of a support engineer in the Spotfire Product Support team is to troubleshoot and solve customer issues that may arise during the use and implementation of the Spotfire product suite. In addition to solving problems, the support engineer will also provide answers to questions and assist/advice customers with use, configuration, and optimization of the Spotfire product suite.

A Spotfire support engineer with data/analytics support profile primarily handles support cases related data access, data management, database administration and data analysis/visualization.

Cases must often be solved in collaboration with team members in both the local and remote teams, and in collaboration with members of other departments, such as the Engineering and Product Management.

The support engineer also participates in side-projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.

Duties and Responsibilities

You will be focused on data access, data management, and database administration related cases, such as assisting customers with accessing data from various data sources, and with troubleshooting and optimizing data access, as well as with preparing data for analysis, and with the actual data analysis in Spotfire.

This includes:

     ●      Collecting all relevant information to fully understand customer issues to be able to troubleshoot, isolate, and resolve in a timely manner

     ●      Systematically analyzing Spotfire’s native log files and third-party log files to understand/describe chains of events

     ●      Setting up test environments to replicate customer environments and reproduce customer issues

     ●      Troubleshooting and assisting customers with accessing data from various data sources (e.g. relational databases, OLAP cubes, web services, …)

     ●      Assisting customers with optimizing data access performance, such as reviewing SQL or MDX queries and/or analyzing data transfer and suggesting improvements

     ●      Providing guidance and troubleshooting issues related to data analysis/visualization in Spotfire

     ●      When needed, analyzing network traffic to understand problems, using tools like Wireshark, Fiddler, and web browser debugging tools

     ●      Making use of the Spotfire product source code in case troubleshooting, such as looking up an error message in Java or C# code to understand its context

     ●      Closely collaborating with team members in both local and remote support teams, as well as members of the Product Development and Product Management departments, in solving complex support cases

     ●      Mentoring and training less senior members of the team, e.g. by coaching them in case troubleshooting or by providing knowledge transfer/training sessions

     ●      Creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.

     ●      Participating in side-projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.

     ●      Flexibility to work in shifts(Morning, EMEA and US shifts)

Required Experience/Skills

  • BE/ME in Information Technology, Computer Science or related
  • Superior verbal and writing skills
  • Learning new technologies and learning them quickly
  • Exceptional multi-tasking skills and being able to manage different responsibilities pertaining to this role
  • High attention to details and ability to articulate complex  concepts
  • Ability to handle demanding and difficult customers and their expectations
  • Taking ownership of  your time with the team and making a difference
  • Hands on experience with Linux Operating System & Windows Server OS’s

Deep academic knowledge or hands on experience on at least 2 below listed areas:

    • Spotfire
    • Databases(Oracle MS-SQL), SQL, PL-SQL, connectors, drivers
    • Programming/Scripting (Python, R, Java, Shell etc)
    • S-Plus
    • Apache Spark/Big-Data /Hadoop
    • Encryption (HTTPS)

Benefits Summary:

Starting from your first day, we will provide you with support to get to know the company, the people and your working tasks through an on-boarding program. A mentor will also be assigned to you, and will continue to work directly with you throughout your onboarding period, which typically lasts for several months.

We value a diverse workforce.
We offer an attractive compensation and benefit package as well as continuous opportunities to grow. TIBCO provides flexible working hours, great location, a work environment with energetic and dynamic technology leaders.  We enjoy periodic downtime where we play some games or just hang out and enjoy complimentary fresh fruit, snacks and drinks.

Please note you must have full working rights for the country you are applying for. If on a work permit or visa, please make sure the details along with expiry date are included on your application.

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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