Lead Support Engineer

Overview

TIBCO Jaspersoft is seeking a talented troubleshooter with excellent communication skills. This is a hands-on support position focused on assisting customers with technical issue resolution and advice.

This individual will interact directly with customers to quickly troubleshoot mission critical issues, document product enhancements or defects, and explain best practices for implementation and usage of TIBCO Jaspersoft. You will also contribute valuable information to our growing self-service knowledge repositories. In addition, you will assist in identifying opportunities to increase the efficiency and effectiveness of the Technical Support team.

As a leading open source software provider, TIBCO Jaspersoft relies on the excellence of our support and services. We strive to innovate, and break the boundaries of traditional “support” to develop a leading model for Technical Support. In recent years, Gartner (a market research company) has ranked our service as high as #1 in customer support among Business Intelligence vendors – the individual filling this role will work within the Technical Support team to ensure that we continue this tradition of excellence.

What You'll Do

Manage customer issues related to the installation, configuration, and implementation of TIBCO Jaspersoft products on a timely basis , provide effective and clear communication, and establish appropriate expectations with clients. NOTE: Most issues are logged via Web and Email (written)

● Log defects and enhancement requests on behalf of customers
● Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to’s for publication to a customer and company knowledge system
● Coordinate and collaborate with other internal teams to efficiently address customer issue

Who You Are

  • Bachelor’s (BA or BS) in Computer Science, IT, or related field with 5+ years of experience
  • Professional experience troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, and/or big
    data back end systems
  • Broad experience across the following technologies:
    -Operating Systems such as Linux, Unix, Windows, and AIX
    -Various databases including MySQL, Oracle, SQLServer, and/or PostgreSQL
    -Popular application servers including Tomcat, JBoss, WebSphere, Weblogic, and GlassFish
    -Client-side web technologies like JavaScript and CSS
    -Java and Java Frameworks such as Spring and Spring Security(formerly Acegi)
  • The ability to learn quickly
  • Excellent problem investigation and solving skills
  • Excellent communication (verbal and written) and customer management skills
  • Ability to empathize and interact effectively with demanding enterprise accounts
  • Strong time management skills

Supplemental

  • Fluency in multiple languages (English, plus French, German, and/or Spanish) a plus
  • Experience with Salesforce.com a plus
  • Experience with cloud providers (AWS, Azure) a plus
  • Experience with Docker/K8s a plus
  • Experience with REST and other web services; diagnostic clients used to troubleshoot web-based APIs a plus
  • Experience deploying Business Intelligence (BI) related software and building reports within BI related software a strong plus
  • Experience with open source software solutions

Success Factors

  • A passion for exploring exciting new technologies
  • An urge to solve a complex technical problem when encountering one
  • Timeliness: a sense of urgency when interacting with customers
  • Proven ability to manage customer expectations
  • Integrity, and a desire to honor all commitments
  • A drive to achieve new and great things, and contribute to TIBCO Jaspersoft’s success through the success of our customers and our team
  • An understanding of the importance and value of maintaining a collaborative environment, sharing knowledge with customers and peers, etc.
  • Ability to multitask, effectively “switch gears”, and manage multiple issues, actions, and

About TIBCO

TIBCO Software Inc. unlocks the potential of real-time data for making faster, smarter decisions. Our Connected Intelligence Platform seamlessly connects any application or data source; intelligently unifies data for greater access, trust, and control; and confidently predicts outcomes in real time and at scale. Learn how solutions to our customers’ most critical business challenges are made possible by TIBCO at www.tibco.com.

Department

Development

Type

Full Time

Location

Home Office, FL

United States