TIBCO Software Sr Support Engineer in Boston, Massachusetts

Sr Support EngineerUS-MA-Boston

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About Tibco

Headquartered in Palo Alto, Calif., TIBCO Software empowers businesses to their digital destinations by interconnecting everything in real time and providing augmented intelligence for everyone, from business users to data scientists.

With more than 10,000 customers, 3500 employees located in over 30 countries, TIBCO has retained the speed and agility of a start-up. We value and encourage new ideas, direct communication, out-of-the-box thinking, risk-taking and creative problem solving.

We're looking for people who want to make a difference doing a job they love – dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, new-idea-driven environment. We value hard work and provide new opportunities to grow, learn, and excel.

Overview

The Global Support Organization at TIBCO prides itself on providing World Class Technical Support Services to all our customers and partners worldwide. As a member of this world wide team, you will help troubleshoot, debug and solve customer issues that may arise during the use and implementation of TIBCO Spotfire products by external and internal customers.

TIBCO Spotfire Support, an industry leader in business intelligence and data analytics, is strategically located around the world in several time zones, including Seattle (WA), Palo Alto (CA), Boston (MA), Chapel Hill (NC), Pune (India), Sydney (Aus) and Gothenburg (Sweden). You will work as a member of the Americas East Support Team (Boston, MA and Chapel Hill, NC) within the TIBCO Spotfire Global Support Organization from our Boston, MA office.

This role will be primarily focused on server related cases with a concentration on various authentication methods such as Kerberos, NTLM, LDAP, and OpenID, among many others.

Responsibilities

  • Provide phone/email/webex consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues

  • Own and manage high severity issues from a technical standpoint without assistance

  • Help manage defects/enhancements reported by customers to get them addressed in the appropriate hotfix/service pack.

  • Understand the problems reported by customers and reproduce locally in the Support lab

  • Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)

  • Investigate and provide workarounds as applicable

  • Collaborate with other departments, such as Product Engineering and Professional Services as required

  • Participate in side-projects aiming at improving usability, supportability, and quality of the TIBCO Spotfire products

  • Actively contribute knowledge objects:

  • Actively contribute to the User Community Forums

  • Actively contribute to the Knowledge Base, and help identify gaps in the Knowledge Base for your product.

  • Actively contribute to the Support YouTube channel

  • Continually learn and expand your knowledge of TIBCO Spotfire and its associated products

  • Take escalations from other team members in the team and help resolve the problem

  • Mentor other support engineers who want to explore authentication/server aspects in the team

  • Coach junior engineers in the Boston, MA office

  • Manage/monitor high severity issues and escalations within your team to ensure focus remains on the highest priority issues and keep management informed of any potential problems.

  • Contribute to, and challenge, management initiatives.

  • Help identify ways to make measurable improvements to our KPIs.

  • Assist with driving the implementation of process and product improvements.

  • Take a leadership role to help identify gaps in our Skills Matrix and work towards helping to fill in those gaps in some measurable and meaningful way such as:

  • Ensuring Knowledge Transfer sessions takes place

  • Identify support engineers that need training in certain areas or who can be trained in certain areas where the team is relatively weak

Qualifications

Must have

  • BA/BS in Information Technology, Computer Science or related. Concentration or certification in Networking & Security is a plus

  • Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues, specifically involving any or all of the below aspects:

  • Configuration

  • Administration

  • Logging

  • Networking

  • Monitoring

  • Superior verbal and writing skills and demonstrated ability to articulate complex concepts

  • Exceptionally high attention to detail and demonstrated ability to deliver extremely high-quality knowledge to our customers.

  • Demonstrated ability to manage a demanding workload.

Good to have

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

  • Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc…)

  • Academic knowledge or hands on experience with:

  • Python

  • JavaScript

  • HTML/CSS

  • RDBMS (Oracle, SQL Server)

  • Unix/Linux

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

  • Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.

  • Demonstrated ability to facilitate WebEx and/or conference calls

  • Demonstrated skill at mentoring other support staff.