Support Engineer

3 weeks ago

Pune, India Cloud Software Group Full time

Job Description:

The Global Support organization at CSG 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 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. You are expected to work on Jaspersoft Product 

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.



Job 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 Jaspersoft

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.

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.

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 Jaspersoft Product and learn all the areas of those products.

Learn the technologies required for supporting the Jaspersoft product.

Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.

Need to work in the following shift:

- APAC / Early morning shift (~6:30 am - 3:30 pm IST) Required Experience/Skills:

Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 3-5 years of relevant IT experience.

Good troubleshooting and analytical skills 

Good knowledge of programming languages (JAVA/Javascript/.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: 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 proficiency in writing / analyzing SQL queries. 

Excellent verbal and written communication skills

Enjoys working with people 

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.

Jaspersoft product knowledge

Knowledge / experience of Cloud technology e.g. AWS, Azure etc.

Knowledge of application security/Web services security

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 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-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered 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.

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. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.

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