Associate Support Engineer

Summary

Join a team where colleagues with different competencies work closely together to solve challenging tasks. As an Associate Support Engineer, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products.

Requirements

• Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA)
• 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
• 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

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
• 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