Support Engineer

We're looking for

Support Engineers (India)! 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)

Qualifications

• 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) ( *Note: Scoutit is an independent candidate sourcing partner for this hiring. All applications, candidate screening, and hiring-related actions are conducted directly by the respective employer’s authorized recruitment team. Relevant candidates will be contacted via email and asked to fill in additional details as part of the next stage of the application process.) Skills: email,customer,communication skills