Senior Support Engineer @ TIBCO

We are seeking a skilled and experienced Senior Support Engineer specializing in TIBCO Data Virtualization (TDV) to join our dynamic Customer Support team. In this role, you will serve as a key escalation point for complex technical issues, ensuring timely resolution and customer satisfaction. You will collaborate closely with cross-functional teams, including Engineering and Product Management, to improve product supportability and enhance customer experience.

Technical Support Issue Resolution

• Act as the primary escalation point for complex technical issues related to TIBCO Data Virtualization (TDV).
  




• Diagnose, troubleshoot, and resolve product-related issues, ensuring minimal customer downtime.
  




• Perform in-depth root cause analysis and work with Engineering to drive long-term solutions.
  




• Guide customers in best practices for deploying, configuring, and optimizing TDV solutions.

Customer Engagement Communication

• Provide clear and effective technical guidance to customers, ensuring a smooth resolution process.
  




• Engage in high-priority customer interactions and incident reviews, delivering expert recommendations.
  




• Collaborate with customer teams to proactively identify and address potential issues before escalation.
  

Knowledge Management Mentorship

• Document solutions, troubleshooting steps, and best practices in the knowledge base.
  




• Conduct internal training and mentorship programs to upskill junior support engineers.
  




• Participate in technical workshops, webinars, and customer training sessions.

Process Improvement Collaboration

• Work closely with Product Management and Engineering to provide feedback on product improvements.
  




• Contribute to automation and self-service initiatives to enhance customer experience.
  




• Continuously improve internal support processes to reduce issue resolution time.

• Experience: 5+ years in technical support, customer support, or escalation engineering roles.




• Educational Qualification: Bachelor s degree in Information Technology, Computer Science, Electronics and Telecommunication, or a related field.

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  Technical Skills:

  
  
  
  

  • Strong expertise in TIBCO Data Virtualization (TDV), including configuration, troubleshooting, and optimization.
    

  
  

  • Solid understanding of SQL, data modeling, and database management (Oracle, SQL Server, PostgreSQL, etc. ).
    

  
  

  • Knowledge of cloud platforms (AWS, Azure, GCP) and virtualization technologies.
    

  
  

  • Experience with REST APIs, authentication mechanisms, and security best practices.

  
  
  
  

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  Soft Skills:
  

  
  
  
  

  • Excellent problem-solving and analytical skills.
    

  
  

  • Strong verbal and written communication, with the ability to simplify complex technical concepts.
    

  
  

  • Ability to work independently and handle multiple high-priority cases simultaneously.

  
  
  
  

• Experience with data integration, ETL tools, and performance tuning.




• Familiarity with monitoring tools (Splunk, Datadog) for issue diagnosis.




• Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509, etc )




• Academic knowledge or hands on experience with: RDBMS (Oracle, SQL Server, PostgreSQL)

Unix/Linux

Apache Tomcat

• Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP




• Familiarity with related technologies such as Docker and Kubernetes.




• Demonstrated ability to handle demanding and difficult customers and their expectations.




• Demonstrated ability to facilitate Zoom and/or conference calls




• Demonstrated skill at mentoring other support staff.

• Work in a fast-paced environment with a strong focus on innovation and customer success.
  




• Gain hands-on experience with cutting-edge data virtualization technologies.
  




• Enjoy opportunities for career growth, training, and skill development.