The Global Support organization at TIBCO provides technical Product Support services to our customers. 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. You will be responsible for gathering information about the reported problem, researching for known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment. Once the problem is understood, you are also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as needed to keep their systems operational. You might be expected to work on one of more of the following products – TIBCO BusinessWorks and related connectors/plugins, Scribe, BPM, TIBCO Cloud Services, and many more.

This role requires a lot of focus on problem solving and innovative thinking.  Identifying solutions by understanding the problem requires a great deal of technical expertise so you should have the appetite to hone your existing skills and learn new ones as you continue working on some of the most challenging customer problems.

You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.

  • Strong and well polished troubleshooting and analytical skills that can be used to guide their teams in resolving customer reported problem. A Product Support Manager suggests creative and effective solutions or workarounds to the most complex problems.
  • Takes responsibility for managing the tactical direction of their teams.
  • Responsible for defining and managing the strategic direction of their teams to meet cost and schedule commitments.
  • Takes responsibility for making judgment calls within the scope of their products.
  • Takes responsibility for resolving personnel issues within their teams.
  • Mentors their Sr. Support Engineers and Technical Leads to further develop their technical and managerial skills.
  • Actively fosters an environment of cooperation and teamwork.
  • Strong promoter of management visions and initiatives.
  • Takes responsibility for managing and minimizing SR aging and problem SRs within their product set and reporting potential issues to upper management.
  • Develop a strong working relationship with the Engineering, PM, and QA teams for their products to assure seamless flow of information in both directions.
  • Professional and polished internal and external communications a Support Manager helps to manage customer expectations and difficult customer relationships.
  • Takes responsibility for monitoring high severity issues and escalations within their teams and keeping management informed.
  • Takes responsibility for defining and managing staff training and career growth.
  • Works closely with, and takes direction from, a Sr. Product Support Manager or Director.
  • Mentor the Support Engineer (E08) and the Sr. Support Engineer (E09) for technical help on Product related issues.
  • Identify the technical expertise needed to support the product and with Management guidance helps to improve the technical expertise in the team.
  • Identify the hardware/software needed for the team to better support the Product.
  • Escalates Service Requests (SRs) to Engineering to create workarounds for potential problems/defects reported by the customer.
  • Manage the Change Requests (CRs) for the defects/enhancements reported by the customer to get them addressed in appropriate Hotfixes/Service Pack.
  • Work with Engineering on deciding the timelines for hotfixes/Service Pack based on the customer needs.
  • Work with the customer/Account Management team on customer escalations for better customer satisfaction and faster SR resolution.
  • Take escalations from the junior members in the team (E08 – Support Engineer and E09 – Sr. Support Engineer) and help resolve the problem and at the same time share knowledge and troubleshooting techniques with them.
  • Also help them to simulate customer issue in the support lab.
  • Create and Approve Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value.
  • Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 5-8 years of relevant IT experience.
  • Strong troubleshooting and analytical skills
  • Strong knowledge of programming languages (JAVA/ C/ C++/.Net) and debugging skills.
  • Excellent understanding of Unix and Windows operating systems and ability to simulate / debug problems on these.
  • Strong knowledge of several of these technologies: J2EE, JMS, XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, SOAP will be an added advantage.
  • Strong knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analysing SQL queries.
  • Excellent verbal and written communication skills
  • Enjoys working with people
  • Strong customer-orientated attitude
  • High level of personal motivation
  • Proven capability to own, drive and take responsibility.
  • Ability to work in an international multi site environment

Nice to have (any of these):

  • Product/Application support experience, JAVA / Database certification,
  • TIBCO product knowledge/experience,
  • Knowledge of different Authentication/Authorization mechanisms e.g. Basic, OAuth, Kerberos etc.
  • Knowledge of Cloud technologies and different services e.g. AWS, Docker, RedShift..etc
  • TLS/SSL concepts and its working mechanism.
  • Process management, memory management , performance tuning, application scaling etc.

Please note you must have full working rights for the country you are applying for. If on a work permit or visa please make sure the details along with expiry date are included on your application.

Applications and CVs MUST be in English.

TIBCO is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

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