Senior Customer Success Engineer

Overview

The Customer Success Architect (CSA) is tasked with providing technical expertise to our clients as related to the TIBCO portfolio of products. They work in tandem with the Customer Success Manager (CSM) to ensure customer adoption and expansion with the goal of providing a path towards both a successful subscription renewal and an expanded TIBCO footprint.

 

Primary Components

  • Customer and Internal Engagement (~60%) - TIBCO CSA’s should spend the majority of their time working with and supporting the technical enablement of TIBCO customers and working internally with our other CSA’s.

  • Digital Library and Community Development (~30%) - TIBCO CSA’s should engage in enablement content development activities that continually modernize, build and expand TIBCO’s Digital Library and Community content.  

  • Training & Advancement (~10%) - TIBCO CSA’s must stay current on all required corporate & Customer Excellence training.  Additionally, CSA’s are expected to have awareness of all the products in the TIBCO portfolio and reasonable depth for all products they support.  Lastly, CSA’s should participate in ongoing individual advancement and training.

What You'll Do

Key Responsibilities

  • Product Knowledge - Act as a thought leader and subject matter/product expert across relevant TIBCO products.   Perform demonstrations/training/awareness building for new users across customers’ organizations.

  • Technical Delivery - Works with the client and provides technical support in the following areas.

    • Planning

      • Development & delivery of Blueprints for success to aid in the architecture design and deployment.

      • Capacity planning coaching

      • Engagement scoping and planning

    • Installation & upgrade assistance across relevant architectures including Linux, Windows, AWS, Docker, Clustering and Load Balancing.

    • Performance Engagements

      • Troubleshooting and resolving of general performance issues

      • In depth analysis working hand-in-hand with team to help identify hardware utilization issues

    • Extended Support when technical issues aren’t covered under standard support plans.

  • Collaborate - Promote sharing with internal functional counterparts and collaborates with CSM’s, Support, Engineering and Product Management to assist clients and help influence key feature decisions.

  • Digital Library & Community - Proactively participate in the development and ongoing maintenance of the TIBCO Digital Library & Community sites by identifying holes, developing new content and refreshing existing content.

  • Reporting - Provides engagement status (to include technical issues and risks) to the CSM & CSA and logs both customer and internal activities.

Core Competencies

  • Adaptability - Open to change, possessing self confidence.

  • Building Collaborative Relationships - The ability to develop, maintain, and strengthen partnerships with others in the organization who can provide information, assistance and support.

  • Customer Orientation - Demonstrated concern for satisfying one’s external and/or internal customers.

  • Ensure Customer Success - Ensure customer needs are fulfilled to promote the use and expansion of TIBCO products and services in existing accounts.

  • Persuasive Communication - The ability to plan and deliver oral and written communications that are impactful and persuasive with their intended audiences.

  • Thoroughness - Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

 

 

Who You Are

  • Experience - 8+ years experience in software development and/or related field.

  • Technical aptitude

    • Proven experience in designing, building and supporting Enterprise grade software solutions.

    • Experience with multiple platforms including Windows & Linux.

    • Experience with cloud & containerized deployments (AWS, Docker, etc)

    • Experience with web API development and architecture (REST/Microservices).

    • Object-oriented and web development programming experience in Java, JavaScript and/or other advanced languages and knowledge of open source frameworks (Spring).

    • Experience in relational databases and SQL or PL/SQL.

    • Familiarity with application servers, Spring Frameworks and JSP.

    • Familiarity with versioning, continuous integration/delivery and building tools, such as : 

      • Maven 

      • Ant 

      • Git 

      • Jenkins...

    • Broad awareness of the TIBCO capabilities, services, and products.

    • In-depth knowledge of architecture frameworks and methodologies related to the TIBCO Predict products (Java EE / Spring / Hibernate / JSP / Javascript )

    • Broad knowledge of technology developments and trends.

    • Proactive analytical expertise and problem-solving approach.

    • Statistical modeling and programming languages is desired, such as:

      • Open Source R

      • TERR

      • Python

 

Qualified candidates will have a solid JAVA background. Experience in broader web application and web server technologies such as JavaScript, React/Backbone JS, JQuery, AJAX etc is a plus.

 

  • Communication: Outstanding interpersonal and communications skills to maintain strong relationships with colleagues. Strong written and verbal communication skills that allow you to communicate at all levels of an organization.

  • Detail Oriented - Strong ability to prioritize and multitask, including some lightweight project management.

  • Education - BS degree in Computer Science or similar engineering/science technical degree required, Masters degree a plus.

  • Language - Primary: English; French/German/Spanish/Italian/Other language(s) a plus.

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

Pune, Maharashtra

India