Support Engineer

Req ID: POS-49130

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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. You will be responsible for gathering information about the reported problem, researching for known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment. Once the problem is understood, you are also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as needed to keep their systems operational.

This role requires a lot of focus on problem solving and innovative thinking. Identifying solutions by understanding the problem requires a great deal of technical expertise so you should have the appetite to hone your existing skills and learn new ones as you continue working on some of the most challenging customer problems. You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.

Duties and Responsibilities

  • Provide phone/email/Zoom consultation to debug customer problems of low to medium complexity.
  • Develop good communication skills (phone/email) to provide support to the TIBCO customer base.
  • Understand the product issues reported by the customer and reproduce it locally in the support lab.
  • Provides prompt and accurate feedback to customers.
  • Work with the senior members in the group to provide workarounds for the customer reported issues.
  • Escalate issues to senior members in the group when unable to overcome obstacles. Learn from escalated issues and avoid repeated escalations of the same problem type.
  • Create Change Requests (CRs) for the defects/enhancements reported by the customer.
  • Work on the assigned TIBCO product (mostly one) and learn all the areas of that product.
  • Learn the technologies required for supporting the TIBCO product.
  • Learn other TIBCO products that are required for better understanding of the TIBCO product that you are working on.
  • Creates KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.
  • May need to work in the following shifts on a rotation basis:
  • APAC / Early morning shift (~4:30 am - 1:30 pm IST)
  • EMEA shift (~12:30 pm - 9:30 pm IST)
  • US East shift (~3 pm - 12 am IST)
  • US West or night shift (~9:00 pm - 6 am IST)
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    Required Experience/Skills

    • Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 3-5 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
    • Enjoys working with people Strong customer orientated attitude
    • High level of personal motivation
    • Proven capability to own, drive and take responsibility
    • Ability to work in an international multi-site environment

     

    Nice-to-Haves

    • Product/Application support experience, JAVA / Database certification
    • TIBCO product knowledge/experience
    • Knowledge of different Authentication/Authorization mechanisms e.g. Basic, OAuth, Kerberos etc.
    • Knowledge of Cloud technologies and different services e.g. AWS, Docker, RedShift..etc TLS/SSL concepts and its working mechanism.
    • Process Management

    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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