Lead Support Engineer

4 weeks ago

Pune, India Cloud Software Group Full time

Role Overview:

The Global Support organization at Cloud Software Group 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 system 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.

Responsibility

Provide phone/email/webex consultation to debug customer problems of medium to high complexity. 

Identify the technical expertise needed to support the product and with Management guidance helps to improve the technical expertise in the team.

Identify the hardware/software needed for the team to better support the Product.

Mentor the Support Engineer (IC2) and Associate Support Engineer (IC1) for technical help on Product related issues.

Escalates cases to the Engineering team to create workarounds for potential problems/defects reported by the customer. 

Participate in Weekend On-call escalation

Manage the defects/enhancements reported by the customer to get them addressed in appropriate Hotfixes/Service Pack.

Work with Engineering on deciding the timelines for hotfixes/Service Pack based on the customer needs.

Work with the customer/Account Management team on customer escalations for better customer satisfaction and faster issue resolution.

Take escalations from the junior members in the team (IC2 – Support Engineer and IC1 - Associate Support Engineer) and help resolve the problem and at the same time share knowledge and troubleshooting techniques with them. Also help them to simulate customer issues in the support lab.

Monitors case quality by reviewing the issues worked by junior members and follow up as needed.

Works on the Jaspersoft product and is proficient in all areas of that products.

Learn the technologies required for supporting the TIBCO Jaspersoft and share the knowledge base with the team.

Ability to lead and contribute towards the internal projects /Initiatives

Create and approve Knowledge Base articles (FAQ/Solutions) for the issues that have repeat value.

Need to work in the shift:

EMEA shift (3:30 pm IST - 12:30 pm IST) 

Qualification and Technical Skills:

Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 9-12 years of relevant IT experience.

Strong troubleshooting and analytical skills 

Strong knowledge of programming languages (JAVA/Javascript) and debugging skills.

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

Strong knowledge of several of these technologies: XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, REST 

Strong 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):

Jaspersoft product knowledge/experience, 

JAVA / Database certification, 

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 tuning, application scaling etc.

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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