Senior Support Engineer

Overview

Product Group: TIBCO Data Virtualization (https://www.tibco.com/reference-center/what-is-data-virtualization)

The TIBCO Analytics Support team is a critical group in the TIBCO Global Support Organization. We provide world-class Support services globally to assist customers and partners successfully implement and use TIBCO Analytics products. We strive to achieve the highest level of customer satisfaction by providing knowledgeable, experienced support engineers, 24 hours a day and focus on continuous process improvement.

Do you like helping Customers? Do you enjoy solving complex technical issues? Do you like taking on difficult challenges and finding creative solutions?  Do you love to work with a team that delivers astounding Customer Support experience while consistently strives to enhance the product and processes? 

Does this sound like you?

If yes, we have an opening within our Analytics Support Group at our Chapel Hill, NC location.

What You'll Do

• Provide phone/email/web consultation to troubleshoot/solve customer problems of high complexity

• Work with customers to clearly define problem descriptions, and collect relevant data about the problems (what/when/where/who/extent) and the customer environment to enable troubleshooting / problem analysis.

• Systematically analyze DV’s native log files and third-party log files to understand/describe chains of events 

• Set up test environments to replicate customer environments and reproduce customer issues, as well as maintaining test environments in our internal labs

• Troubleshoot and assist customers with issues related to installation/upgrades, product configuration,  user authentication/authorization (LDAP, Kerberos, HTTPS/SSL, Encryption, Firewalls), programming/scripting aspects (Python, R, Linux Shell, Hive, Pig)

• Troubleshoot and assist customers with issues related to performance, resource use and scaling of the DV platform.

• When needed, analyze network traffic to understand problems, using tools like Wireshark, Fiddler, and web browser debugging tools

• Closely collaborate with team members in both local and remote support teams, as well as members of the Product Development and Product Management departments, in solving complex support cases

• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos. Expectation is to at least produce two high quality knowledge base articles per month.

• Participate in projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.

• Accurately and completely document problems, solutions, and defects in relevant systems (Salesforce.com and JIRA)

• Work closely with internal customers (Sales/Services/Accounts etc) to assist with prospective customer enablements including assisting the internal teams in gathering the technical requirements, helpi