Analyze, replicate and resolve customer problems of varying complexity that have been escalated from the Global Support staff. Provide written and verbal consultation to debug customer problems. Determine if the reported problem is a TIBCO product issue or an external problem. Accurately and completely document problems, solutions, and defects. Share solutions with support teams and mentor teams to improve work quality. Work with other teams within TIBCO as required to debug issues to a pinpoint level. Escalate issues and proposed solutions to Engineering. Work with Engineering to prioritize defects to be fixed in upcoming releases. In case of escalations to other groups, maintain ownership to drive issues to resolution. Maintain up-to-date product knowledge base (FAQs and Solutions). Handle other projects as assigned that improve support processes such as white papers and bulletins.
Bachelor's degree or foreign equivalent in Computer Science, Electronics Engineering, Communications Engineering or related field plus five (5) years of post baccalaureate, progressive experience in the job offered or any related occupation. In the alternative, will accept a Master's degree and 2 years experience. Must have professional experience with: Java programming; Unix and Windows administration; debugging, troubleshooting and analysis; at least three (3) of the following: JSP, JDBC, Struts, Servlets, EJB 3, Hibernate 3, AJAX, SOAP, TIBCO ActiveMatrix, TIBCO BusinessWorks, Oracle, SQL Server, SYBASE.
Please mail resumes to Dragan Dzapo, HR, TIBCO Software Inc., 3307 Hillview Ave., Palo Alto, CA 94304, and reference job code PCA33.
|Location:||Palo Alto, CA |