Support Engineer

Technical Skills:

(JAVA/ C/ C++/.Net), Unix, Windows, J2EE, JMS, XML/XPATH, Web services, web development, app/web servers debugging skills, Application Support, Log monitoring, Change & Deployment Management, Incident & Problem Management, Job Execution and AWS.

TIBCO product knowledge (TIBCO BW, AMX BPM, Administrator, Hawk, EMS, iProcess etc).

Job Summary:

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.

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 known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment. You might be expected to work on one or more of the following products - TIBCO Business Works and related connectors/plugins, Scribe, BPM, TIBCO Cloud Services, EBX and many more.

Responsibilities:

• Provide phone/email/webex consultation to debug customer problems of low to medium complexity.
• Develop excellent communication skills (phone/email) to provide support to the TIBCO customer base.
• Mentor the Associate Support Engineer (IC1) for technical help on Product related issues.
• Understand the product issues reported by the customer and reproduce it locally in the support lab.
• Provides prompt and accurate feedback to customers.
• 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.
• Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests.
• Create Change Requests (CRs) for the defects/enhancements reported by the customer.
• Work on the assigned TIBCO products (may be more than one) and learn all the areas of those products.
• 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.
• Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.
• US West or night shift (9:00 pm - 6 am IST)

What were looking for in your background:

• 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.
• Working knowledge of Open source messaging technologies like Apache Kafka, Pulsar, MQTT etc.
• Good knowledge of databases (Oracle /SQL server / DB2) and proficiency in writing / analyzing SQL queries.
• Excellent verbal and written communication skills
• Enjoys working with people
• Strong customer-oriented 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 have (any of these):

Java certification/Database certification.

TIBCO product knowledge (TIBCO BW, AMX BPM, Administrator, Hawk, EMS, iProcess etc)

Knowledge / experience of Cloud technology e.g. AWS, Azure, etc.

Communication:

• Facilitates team and stakeholder meetings effectively
• Resolves and/or escalates issues in a timely fashion
• Understands how to communicate difficult/sensitive information tactfully
• Astute cross-cultural awareness and experience in working with international teams (especially US)

You should be speaking to us if;

• You are looking for a career that challenges you to bring your knowledge and expertise to bear for designing implementing and running a world class IT organization
• You like a job that brings a great deal of autonomy and decision-making latitude
• You like working in an environment that is young, innovative and well established
• You like to work in an organization that takes decisions quickly, is non-hierarchical and where you can make an impact

Why Encora Innovation Labs

Are you are looking for a career that challenges you to bring your knowledge and expertise to bear for designing implementing and running a world class IT Product Engineering organization

Encora Innovation Labs is a world class SaaS technology Product Engineering company and focused on transformational outcomes for leading-edge tech companies. Encora Partners with fast growing tech companies who are driving innovation and growth within their industries.

Who We Are: Encora is devoted to making the world a better place for clients, for our communities and for our people.

What We Do: We drive transformational outcomes for clients through our agile methods, micro-industry vertical expertise, and extraordinary people.

We provide hi-tech, differentiated services in next-gen software engineering solutions including Big Data, Analytics, Machine Learning, IoT, Embedded, Mobile, AWS/Azure Cloud, UI/UX, and Test Automation to some of the leading technology companies in the world.

Encora specializes in Data Governance, Digital Transformation, and Disruptive Technologies, helping clients to capitalize on their potential efficiencies. Encora has been an instrumental partner in the digital transformation journey of clients across a broad spectrum of industries: Health Tech, Fin Tech, Hi-Tech, Security, Digital Payments, Education Publication, Travel, Real Estate, Supply Chain and Logistics and Emerging Technologies.

Encora has successfully developed and delivered more than 2,000 products over the last few years and has led the transformation of a number of Digital Enterprises.

Encora has over 25 offices and innovation centers in 20+ countries worldwide. Our international network ensures that clients receive seamless access to the complete range of our services and expert knowledge and skills of professionals globally.

Encora global delivery centers and offices in the United States, Costa Rica, Mexico, United Kingdom, India, Malaysia, Singapore, Indonesia, Hong Kong, Philippines, Mauritius, and the Cayman Islands.

Encora is Certified Great Place to Work in India.

Please visit us at

Website: encora.com

LinkedIn: EncoraInc

Facebook: @EncoraInc

Instagram: @EncoraInc

Are you are looking for a career that challenges you to bring your knowledge and expertise to bear for designing implementing and running a world class IT Product Engineering organization.

Please send your updated resume to [Confidential Information]