Support Engineer

Overview

About TIBCO Support - The Global Support Organization at TIBCO prides itself on providing world-class technical support services to all our customers and partners worldwide. TIBCO has hundreds of customers worldwide (in various verticals like airline, banking, energy, retail, etc) running mission-critical business applications built using TIBCO products. TIBCO’s success is directly tied to customer satisfaction and customer success in developing/running their mission-critical business applications using TIBCO’s products.

The Global Support organization within TIBCO is responsible for providing 24x7 technical support to all customers using a “follow the sun” support model. TIBCO has Service Level Agreements (SLA) with customers for initial response and resolution time b

Based on the severity and priority of the reported issue. It is very important to respond and resolve the customer’s production issues in a timely manner as it directly impacts customer business (with potential revenue loss – if the application is not able to process data).

TIBCO Support is looking for a technical problem solver. This position will be responsible for supporting complex BPM products - BPM Enterprise, iProcess Suite, and Cloud Live Apps. Strong Analytical and deep technical troubleshooting skills are the primary requirements for this position.

What You'll Do

  • Manage customer issues related to the installation, configuration, and implementation of TIBCO BPM products on a timely basis, provide effective and clear communication and establish appropriate expectations with clients 

  • Review the product and third-party software logs to see if there are any errors/exceptions.

  • Analyze the stack trace of the exception to see which software/component/module is the root cause of the issue.

  • Create custom projects, java code, or OS scripts, as needed, to help narrow down an issue. 

  • Improve/maintain both internal and external knowledge base. This includes knowledge articles visible publicly 

  • Create test environments both Virtualized or Non-Virtualized. Use these test environments to reproduce customer issues and perform emergency fix testing. 

  • Perform remote debugging sessions over a telephone or an online meeting. 

  • Continuous learning of new technologies that get used either by the TIBCO Products or in its ecosystem.

  • Collaborate with multiple internal teams - say Engineering / Technical Writers / QA or even other product support teams, as required

 

Who You Are

  • Bachelor or higher degree (Masters preferred) in computer science, software engineering, IT, or related subjects

  • Minimum experience - 2 years

  • Professional experience troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, and/or messaging applications.

  • Broad experience/knowledge across the following technologies 

  • Operating Systems - Windows, Linux, AIX, Solaris. Familiar with concepts like Memory Management, Distributed architecture (Filesystem/Shared Memory), Virtualization, OS scripting in any of the above-mentioned operating systems. 

  • Database including Oracle, Microsoft SQL Server, DB2 and/or Postgres. 

  • Network - Knowledge of TCP/IP protocol, DNS, Network Storage.

  • Experience in tracking Network Glitch / Latency preferred. 

  • One or more programming languages - Java/C++. Experience in Memory analysis, Thread analysis in either of the above is preferred. 

  • Architecture Concepts of OSI model, Service-Oriented architecture, Application Containerization

  • Technology related to data exchange between applications - REST/SOAP services, JSON, XSLT, XML

  • BPM Standards/concepts preferred - such as but not limited to Business Process Modeling Notation (BPMN), Business Process Execution Language (BPEL), Case Management, Work Management

  • Security - Concepts of SSL, Transport level security

  • Cloud Technologies - Docker, AWS

  • Client-side web technologies like JavaScript, AngularJS

  • 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

  • Exceptional ability to discern between an enhancement and a defect, and respond appropriately

  • Strong time management skills

    Success Factors

  • A passion for exploring exciting new technologies

  • 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’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 multi-task, effectively “switch gears”, and manage multiple issues, actions, and time-critical tasks

  • Exceptional motivation

  • Resourcefulness

  • Unwavering attention to detail

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

Home Office, TX

United States