Job Description

Role Overview: For our Global Support organization where we provide technical Product Support services to our customers and internal teams, we\'re looking for a Support Engineer to join us. Your primary focus is being the first technical point of contact helping to debug and solve problems that may arise during the implementation of TIBCO\xe2\x80\x99s WebFOCUS solutions by external and internal customers using our products. You\'re responsible for gathering information about the reported problem, researching 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\'re also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as necessary to keep their systems operational. You\'ll be someone who has an innovative way of thinking and loves problem-solving. To identify the right solutions it requires a great deal of technical expertise, so you must have the appetite and self-motivation to hone your existing skills/ knowledge and to learn new ones as you continue working on some of the most challenging customer cases that arise. We\'re looking for someone who has proven experience working in a technical customer support role in a Java environment. If you don\'t have a working knowledge of Java but have proven expertise in other languages and/ or are motivated to learn - this role could be a great fit! We\'re also open to hiring graduates with an academic background in Computer Science/ Software Engineering/ Business Computing/ Information Science or similar (with a focus on Java). Starting your career with TIBCO as a Support Engineer you will develop a strong technical foundation of skills and experiences, as well as being exposed to a vast range of innovative and market-leading solutions, and interactions with enterprise customers.
Responsibilities:

• Strong troubleshooting and analytical skills. Relevant technical customer support experience focused on debugging software issues beneficial
• Experience of programming languages (JAVA/ C/ C++/.Net) and debugging skills
• Experience of Linux and Windows operating systems and ability to simulate/ debug problems on these
• Knowledge of several of these technologies: Business Intelligence/Analytics tools, J2EE, JMS, XML/ XPATH, web services, web development, app/ web servers, networking, TCP/ IP, HTTP, REST/ SOAP will be an added advantage
• Knowledge of databases (Oracle /SQL Server / DB2) and proficient in writing / analyzing SQL queries
• Fluent English with excellent verbal and written communication skills. Other additional fluent European languages welcomed in our international environment
• Comfortable with a high-volume workload with the ability to multitask and prioritize
• Ability to self-motivate and work with a can-do attitude even when it seems like an issue cannot be fixed
• Willing and available to deal with critical issues outside of business hours
• 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)

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.