Overview:
TIBCO delivers the “Power of Now” with integration software that connects incompatible IT assets, process management software that orchestrates systems and people, and a range of other software products that enable the real-time processing and presentation of information. In forward-thinking IT departments around the world TIBCO is synonymous with extreme performance, scalability, and reliability. 47 of the world’s top 100 companies, including giants like Delta Air Lines, FedEx, Merrill Lynch, and Telecom Italia are TIBCO customers.
The Global Support organization at TIBCO provides technical Product Support services to our customers. We are looking for a Sr. Support Engineer to support the TIBCO ActiveMatrix BPM and TIBCO iProcess BPM suite of products.
Responsibilities:
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.
- Provide phone/email/Webex consultation to debug customer problems
- Utilize good communication skills (phone/email) to provide excellent support to the TIBCO customer base
- Understand the problem reported by the customer and reproduce it locally within the support lab
- Document problems accurately and completely, their solutions, and defects
- Investigate and provide workarounds as applicable
- Work with other teams within Support as required
- Manage workload efficiently while being able to resolve time-critical situations professionally
- Learn the technologies required for supporting the TIBCO products
- Create KnowledgeBase articles (FAQ/Solutions) that provide repeat value to the TIBCO customer base
- Mentor less experienced staff as appropriate
Qualifications:
- 5-8 years of relevant experience in a software technical position
- Strong troubleshooting and analytical skills
- Programming/Support experience with Java or C
- Unix and Windows administration and debugging experience
- Experience with several of the following: J2EE, JMS, XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, SOAP
- Practical experience with Oracle and/or SQL server required
- Enjoy working with people and a customer driven attitude is critical
- Bachelor's degree in Engineering/Computer Science or equivalent
Note that candidates submitted from external agencies will not be considered for this job requisition: