Technical Support Engineer

Overview

Company Overview

Headquartered in Palo Alto, California, United States, 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. This combination delivers faster answers, better decisions, and smarter actions. For nearly 20 years, thousands of customers around the globe rely on TIBCO technology 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.

 

Product Overview     

 TIBCO EBX™ is an all-in-one solution that helps organizations to govern and manage their most important data: the product they manufacture, the assets they own, the customers they sell to, the partners they deal with, the financial accounts they report on – any shared data between business teams and IT applications. Data fuels mission-critical operations, analytical processes, and customer experience. When you can manage and share all your data assets, you thrive. Our product has successfully addressed the Master Data Management (MDM) needs of a wide range of Global customers in multiple industries, including Financial Services, Banking, Insurance, Manufacturing, Retail, Consumer Goods, Technology, Pharmaceuticals, Public Utilities, and Global Logistics. 

TIBCO EBX™ is positioned by Gartner as 'Leader' in its Magic Quadrants for MDM Solutions and ranked #1 MDM technology worldwide by The Information Difference.   

 

What You'll Do

  • Provide phone/email/webex consultation to debug customer problems of low to medium complexity;

  • Develop excellent communication skills (phone/email) to provide support to the TIBCO customer base;

  • Understand the product issues reported by the customer and reproduce it locally in the support lab;

  • Provide prompt and accurate feedback to customers Work with the senior members in the group to provide workarounds for the customer reported issues;

  • Escalate cases to senior members in the group when unable to overcome obstacles. Learn from escalated Service Requests and avoid repeated escalations of the same problem type;

  • Create Change Requests (CRs) for the defects/enhancements reported by the customer;

  • Work on the assigned TIBCO products (more than one) and learn all the areas of those products;

  • Learn the technologies required for supporting the TIBCO product;

  • Learn other TIBCO products that are required for better understanding of the TIBCO product that the support engineer is working on;

  • Create knowledge base articles (FAQ/Solutions) for the Service Requests that have repeat value;

  • May need to work in the early morning shift (6 am - 3 pm Indochina Time) or evening shift (2 pm - 11 pm Indochina Time) on a rotation basis

 

Who You Are

  • Bachelor’s/Master’s degree in Computer Engineering, Computer Science with 0-3 years of relevant IT experience.

  • Good troubleshooting and analytical skills

  • Good knowledge of programming languages (JAVA/ C/ C++/.Net) and debugging skills.

  • Good understanding of Unix and Windows operating systems and ability to simulate / debug problems on these.

  • Working knowledge of several of these technologies:J2EE, JMS, XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, SOAP will be an added advantage.

  • Good knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analyzing SQL queries.

  • Excellent verbal and written communication skills

  • Enjoys working with people Strong customer oriented attitude

  • High level of personal motivation

  • Proven capability to own, drive and take responsibility

  • Ability to work in an international multi site environment

  • Nice to have (any of these):

    • Java certification/Database certification
    • TIBCO product knowledge Knowledge / experience of Cloud technology e.g. AWS, Azure etc.
    • Knowledge of application security/Web services security

 

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

Support

Type

Full Time

Location

Hanoi,

Vietnam