Senior Support Engineer

Overview

The Global Support Organization at TIBCO prides itself on providing World Class Technical Support Services to all our customers and partners worldwide. As a member of this world wide team, you will help troubleshoot, debug and solve customer issues that may arise during the use and implementation of TIBCO Spotfire products by external and internal customers.

TIBCO Spotfire Support, an industry leader in business intelligence and data analytics, is strategically located around the world in several time zones, including Seattle (WA), Palo Alto (CA), Boston (MA), Chapel Hill (NC), Pune (India), Sydney (Aus) and Gothenburg (Sweden). You will work as a member of the Americas Support Team within the TIBCO Spotfire Global Support Organization from our Chapel Hill, NC office.

This role will be primarily focused on server related cases which includes application installation and configuration, authentication (such as Kerberos, NTLM, LDAP, and OpenID, among others), deployment and troubleshooting on cloud platforms (such as AWS, Azure, and GCP, network traffic analysis, and integration with other enterprise applications and devices (such as databases).

 

What You'll Do

  • Provide phone/email/screenshare consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues

  • Own and manage high severity issues from a technical standpoint without assistance

  • Help manage defects/enhancements reported by customers to get them addressed in the appropriate hotfix/service pack.

  • Understand the problems reported by customers and reproduce locally in the Support lab

  • Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)

  • Investigate and provide workarounds as applicable

  • Collaborate with other departments, such as Product Engineering and Professional Services as required

  • Participate in side-projects aiming at improving usability, supportability, and quality of the TIBCO Spotfire products

  • Actively contribute knowledge objects:

    • Actively contribute to the User Community Forums

    • Actively contribute to the Knowledge Base, and help identify gaps in the Knowledge Base for your product.

  • Continually learn and expand your knowledge of TIBCO Spotfire and its associated products

  • Take escalations from other team members and help resolve the problem

  • Manage/monitor high severity issues and escalations within the team to ensure focus remains on the highest priority issues and keep management informed of any potential problems.

  • Contribute to, and challenge, management initiatives.

  • Help identify ways to make measurable improvements to our KPIs.

  • Assist with driving the implementation of process and product improvements.

  • Take a leadership role to help identify gaps in the team’s technical skill sets and work towards helping to fill in those gaps in some measurable and meaningful way such as:

    • Ensuring Knowledge Transfer sessions takes place

    • Identify support engineers that need training in certain areas or who can be trained in certain areas where the team is relatively weak

Who You Are

  • BA/BS in Information Technology, Computer Science or related. Concentration or certification in Networking & Security is a plus

  • Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues, specifically involving any or all of the below aspects:

    • Configuration

    • Authentication

    • Application administration

    • Logging

    • Networking

    • Monitoring

  • Superior verbal and writing skills and demonstrated ability to articulate complex concepts

  • Exceptionally high attention to detail and demonstrated ability to deliver extremely high-quality knowledge to our customers.

  • Demonstrated ability to manage a demanding workload.

Good to Have

  • Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509, Siteminder,etc…)

  • Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc…)

  • Academic knowledge or hands on experience with:

    • RDBMS (Oracle, SQL Server, PostgreSQL)

    • Unix/Linux

    • Apache Tomcat

    • Python

    • JavaScript

    • HTML/CSS

  • Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP

  • Demonstrated ability to handle demanding and difficult customers and their expectations.

  • Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.

  • Demonstrated ability to facilitate Zoom and/or conference calls

  • Demonstrated skill at mentoring other support staff.

About TIBCO

Headquartered in Palo Alto, CA, TIBCO Software enables businesses to reach new heights on their path to digital distinction and innovation. From systems to devices and people, we interconnect everything, capture data in real time wherever it is, and augment the intelligence of organizations through analytical insights. Thousands of customers around the globe rely on us to build compelling experiences, energize operations, and propel innovation.  

Our teams flourish on new ideas and welcome individuals who thrive in transforming challenges into opportunities. From designing and building amazing products to providing excellent service; we encourage and are shaped by bold thinkers, problem-solvers, and self-starters.  We are always adapting and providing exciting opportunities for our employees to grow, learn and excel.

We value the customers and employees that define who we are; dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, optimistic environment. TIBCO – we are just scratching the surface.

Department

Support

Type

Full Time

Location

Chapel Hill, NC

United States