Support Engineer

Support Engineer

Location: Pune

Experience: 3 -5 years  

Work Mode: Hybrid

Job Summary 

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 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 might be expected to work on one or more of the following products - TIBCO Business Works and related connectors/plugins, Scribe, BPM, TIBCO Cloud Services, and many more.

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 and Duties 

• 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.
• 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 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.
• May need to work in the following shifts on a permanent basis:
  • US East shift (~6 pm - 3 am IST)

• US West or night shift (~9:00 pm - 6 am IST) 

Qualifications and 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/ 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.
• 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.
• Knowledge of application security/Web services security
   

About Encora 
Encora is a Software development arm of Encora Corporation created specifically to address the growing Software needs of the business. Encora offers maintenance and reliability teams the tools, Software, and services they need to optimize asset performance. Home to three powerful iconic brands – we serve over 70,000 customers worldwide with a relentless dedication to quality, innovation, and service. Our products inform customers on the health of their assets and our Software and services drive better maintenance decisions – improving productivity, driving uptime, and reducing costs.  

We're serious about our commitment to diversity, which is why Encora prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.