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.

This role will be primarily focused on the TIBCO Spotfire API and custom development and scripting. TIBCO Spotfire is a highly extensible and customizable platform. It contains a variety of options to extend the core functionality with custom components, to customize and automate Spotfire analyses with IronPython, Python, and JavaScript scripting, and to embed Spotfire visualizations into other web applications.
 

What You'll Do

  • Provide phone/email/screenshare consultation to troubleshoot, debug, and solve customer’s API related issues such as custom extension development, script authoring and debugging with JavaScript, IronPython, and Python scripts, and application integration.

  • 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 in the team and help resolve the problem

  • Mentor other support engineers who want to explore authentication/server aspects in the team

  • Coach junior engineers from the Global Spotfire Support team

  • Manage/monitor high severity issues and escalations within your 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 our technical knowledge and work towards helping to fill in those gaps in some measurable and meaningful way such as:

    • Continued self education

    • 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 data management and analytics is a plus

  • 2 years minimum experience

  • Deep academic knowledge or hands on experience with C# .NET and Microsoft Visual Studio .NET

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

    • Debugging complex Software related issues against base source code

    • Developing code utilizing IronPython, Python, Java, C#, JavaScript

    • Resolving errors/issues related to System object design development and extensions

    • Providing technical expertise in design of customized solutions tailored to customer specific business requirements

  • 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

  • Academic knowledge or hands on experience with:

    • IronPython

    • Python

    • JavaScript

    • HTML/CSS

    • SQL

    • RDBMS (Oracle, SQL Server)

    • Web application servers

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

    • Configuration

    • Administration

    • Authentication

    • Logging

    • Networking

    • Monitoring

  • 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 conference calls with end customers

  • Demonstrated skill at mentoring other support staff.

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

Chapel Hill, NC

United States