Sr. Support Engineer

Overview

The TIBCO Scribe Support team is part of TIBCO’s Global Support Organization. We provide world-class Support services globally to assist customers and partners to successfully implement and use TIBCO Scribe integration products. We strive to achieve the highest level of customer satisfaction by providing knowledgeable, experienced support engineers, 24 hours a day and focus on continuous process improvement.

This position reports to the Senior Support Manager for TIBCO Scribe products.

A Senior Support Engineer must be a person that likes solving problems, that wants to help customers be successful, that is willing to take active ownership of issues, and has the personal initiative to do whatever it takes to get accurate answers and resolve time critical concerns for our customers.

 

What You'll Do

  • Provide phone/email/web consultation to troubleshoot and solve customer problems of medium to high complexity.

  • Clearly and regularly communicate with customers throughout the case resolution process. 

  • Closely collaborate with other TIBCO Scribe Support team members in remote offices.

  • Work with customers to clearly define problem descriptions, and collect relevant data about the problems and the customer environment to enable problem analysis and troubleshooting.

  • Accurately document problems, solutions, and defects in the computer information systems used by Support.

  • Understand the product issues reported by the customer and reproduce them locally to the extent possible.

  • Mentor less senior Support Engineers for technical help on Product related issues.

  • Build customer management skills and recognize when to escalate Service Requests (SRs) to senior members in the group to avoid possible customer satisfaction issues.

  • Take escalations from the junior members in the team and help resolve the problem and at the same time share knowledge and troubleshooting techniques with them.

  • Attempt to own and manage High Severity issues from a technical standpoint with minimal assistance.

  • 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.

  • Create KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.

  • Learn Scribe products and troubleshooting tools through internal training and hands-on experience.

  • Follow documented support procedures and adhere to published service level agreements.

Who You Are

  • Excellent verbal and written communication skills with a demonstrated ability to speak, write, and communicate effectively in English

  • Ability to learn new technologies quickly

  • Good time management skills and multi-tasking ability

  • Solid experience in diagnosing and testing front-end and back-end components of client/server or web-based products; also using a variety of toolsets, utilities, and scripts

  • Well-developed organizational skills, a detail orientation, and the ability to work both independently and as part of a team

  • Deep academic knowledge of or real world experience with

  • Databases, queries, data manipulation, data integration

  • Strong troubleshooting skills in the Windows environment including knowledge of Active Directory, networking, security, ODBC

  • Experience with any of the following applications is a plus: Microsoft Dynamics GP, CRM, NAV or AX or other CRM, ERP, and Sales/Marketing automation applications such as Salesforce.com, Marketo, or NetSuite

Additional Experience a Plus

  • Windows administration and debugging experience with several of the following: .NET, XML/XPATH, JSON, Message Queue, Web services, networking, TCP/IP, HTTP, SOAP, REST

Education

  • BA/BS (or equivalent) in Information Technology, Computer Science or related field

  • 2-5 years of technical support experience

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