Technical Support Specialist
3 days ago
We are seeking a highly skilled Tibco Support Engineer to join our team. The ideal candidate will have excellent communication skills, strong analytical and troubleshooting abilities, and a passion for delivering exceptional customer support.
This role involves working with customers to resolve low to medium complexity issues related to Tibco products. You will be responsible for providing timely and accurate feedback, escalating issues when necessary, and collaborating with senior members of the team to resolve complex problems.
You will also be responsible for creating knowledge base articles, FAQs, and solutions to help resolve repeat value Service Requests. Additionally, you will work closely with the Associate Support Engineer (IC1) to provide technical assistance and mentorship.
Key Responsibilities:- 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.
- Mentor the Associate Support Engineer (IC1) for technical help on Product related issues.
- Understand the product issues reported by the customer and reproduce it locally in the support lab.
- Provides prompt and accurate feedback to customers.
- 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.
- Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests.
- Create Change Requests (CRs) for the defects/enhancements reported by the customer.
- Work on the assigned TIBCO products (may be 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 you are working on.
- Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.
- Good troubleshooting and analytical skills
- Good knowledge of programming languages JAVA 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.
- Working knowledge of Open source messaging technologies like Apache Kafka, Pulsar, MQTT etc.
- Good knowledge of databases (Oracle /SQL server / DB2) and proficiency 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 (TIBCO BW, AMX BPM, Administrator, Hawk, EMS, iProcess etc)
- Knowledge / experience of Cloud technology e.g. AWS, Azure, etc.
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