- 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 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.
