Support Engineer

Overview

The TIBCO Analytics Support team is a critical group in the TIBCO Global Support Organization. We provide world-class Support services globally to assist customers and partners successfully implement and use TIBCO Analytics 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. As a senior support engineer, you will contribute to assisting customers with technical support required for TIBCO Data Virtualization (TDV). As a part of the role, you will manage business critical and high severity issues and escalations while collaborating with the other support engineers in the team.

What You'll Do

  • Provide phone/email/web consultation to troubleshoot/solve customer problems of high complexity
  • Work with customers to clearly define problem descriptions, and collect relevant data about the problems (what/when/where/who/extent) and the customer environment to enable troubleshooting / problem analysis.
  • Systematically analyze TIBCO Data Virtualization’s native log files and third-party log files to understand/describe chains of events
  • Set up test environments to replicate customer environments and reproduce customer issues, as well as maintaining test environments in our internal labs
  • Troubleshoot and assist customers with issues related to installation/upgrades, product configuration, user authentication/authorization (LDAP, Kerberos, HTTPS/SSL, Encryption, Firewalls), programming/scripting aspects (Python, R, Linux Shell, Hive, Pig)
  • Troubleshoot and assist customers with issues related to performance, resource use and scaling of the TIBCO Data Virtualization platform.
  • When needed, analyze network traffic to understand problems, using tools like Wireshark, Fiddler, and web browser debugging tools
  • Closely collaborate with team members in both local and remote support teams, as well as members of the Product Development and Product Management departments, in solving complex support cases
  • Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.
  • Expectation is to at least produce two high quality knowledge base articles per month.
  • Participate in projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.
  • Accurately and completely document problems, solutions, and defects in relevant systems (Salesforce.com and JIRA)
  • Work closely with internal customers (Sales/Services/Accounts etc) to assist with prospective customer enablement’s including assisting the internal teams in gathering the technical requirements, helping in building POC environments to meet the use-cases etc.

Who You Are

  • BS (MS preferred) in Information Technology, Computer Science or related
  • Hands on experience with Linux Operating System & Windows Server OS’s
  • 5+ years of work experience
  • Deep academic knowledge or hands on experience of Databases (Oracle, MS SQLServer, PostgreSQL etc)
  • Networking concepts (Network Communication, Protocols, troubleshooting)
  • Authentication Protocols (LDAP/Kerberos)
  • Encryption (HTTPS) and Network Security
  • Programming/Scripting (Java, .NET)
  • Operating Systems (Windows, Linux)
  • Webservices (REST, SoapUI)
  • Cloud Concepts
  • Superior verbal and writing skills
  • Learning new technologies and learning them quickly
  • Exceptional multi-tasking skills and being able to manage different responsibilities pertaining to this role.
  • High attention to details and ability to articulate complex concepts.
  • Ability to handle demanding and difficult customers and their expectations.
  • Taking ownership of your time with the team and making a difference.

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

IT

Type

Full Time

Location

Chapel Hill, NC

United States