Job Designation :
Associate Support Engineer
Qualification :
Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA)
Experience : Freshers
Skill set:
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
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 will be an added advantage.
Good knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analysing SQL queries.
Nice-to-Haves
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
Responsibilities
Provide phone/email/Zoom consultation to debug customer problems of low to medium complexity.
Develop good communication skills (phone/email) to provide support to the TIBCO customer base.
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.
Create Change Requests (CRs) for the defects/enhancements reported by the customer.
Work on the assigned TIBCO product (mostly one) and learn all the areas of that product.
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.
Creates KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.
May need to work in the following shifts on a rotation basis:
APAC / Early morning shift (~4:30 am – 1:30 pm IST)
EMEA shift (~12:30 pm – 9:30 pm IST)
US East shift (~3 pm – 12 am IST)
US West or night shift (~9:00 pm – 6 am IST)
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