Job Description

Overview

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world\xe2\x80\x99s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done \xe2\x80\x93 from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

Role Overview:

The Global Support organization at TIBCO provides technical Product Support services to our customers. As a member of this world-wide team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products. You will be responsible for gathering information about the reported problem, researching for known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment. Once the problem is understood, you are also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as needed to keep their systems operational.

This role requires a lot of focus on problem solving and innovative thinking. Identifying solutions by understanding the problem requires a great deal of technical expertise so you should have the appetite to hone your existing skills and learn new ones as you continue working on some of the most challenging customer problems. You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.

Responsibilities:

• Provide phone/email/Zoom consultation to debug customer problems of low to medium complexity.
• Develop good 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.
• Provides prompt and accurate feedback to customers.
• Work with the senior members in the group to provide workarounds for the customer reported issues.
• Escalate issues to senior members in the group when unable to overcome obstacles. Learn from escalated issues 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 product (mostly one) and learn all the areas of that product.
• Learn the technologies required for supporting the TIBCO product.
• Learn other TIBCO products that are required for better understanding of the TIBCO product that you are working on.
• Creates KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.
• May need to work in the following shifts on a rotation basis:

• APAC / Early morning shift (~4:30 am - 1:30 pm IST)
• EMEA shift (~12:30 pm - 9:30 pm IST)
• US East shift (~3 pm - 12 am IST)
• US West or night shift (~9:00 pm - 6 am IST)

• Bachelor\xe2\x80\x99s/Master\xe2\x80\x99s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) 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 / analysing SQL queries.
• Excellent verbal and written communication skills
• Enjoys working with people Strong customer orientated attitude
• High level of personal motivation
• Proven capability to own, drive and take responsibility
• Ability to work in an international multi site environment

• Product/Application support experience, JAVA / Database certification
• TIBCO product knowledge/experience
• Knowledge of different Authentication/Authorization mechanisms e.g. Basic, OAuth, Kerberos etc.
• Knowledge of Cloud technologies and different services e.g. AWS, Docker, RedShift..etc TLS/SSL concepts and its working mechanism.
• Process Management, Memory Management, Performance management , application Scaling etc.

TIBCO Software