Support Engineer Kabira Technologies

TIBCO is looking for a Product Support Engineer to analyze, replicate, and resolve customer problems of varying complexity.

TIBCO is looking for a Product Support Engineer to analyze, replicate, and resolve customer problems of varying complexity. We need an expert troubleshooter who likes to save the day by providing technical consultation to debug our customer's complex technical issues. An engineer with excellent diagnostic skills who is able to quickly determine if the reported problem is a TIBCO product issue or an external problem. In addition you will work with other teams within Engineering Support or other departments within TIBCO, specifically QA and Engineering, to diagnose and solve customer problems. This engineer must be able to manage escalations to other groups to drive issues to resolution. Function as a “Product Engineering Expert†by keeping current with the latest supported product technology and keep the product knowledge base (FAQs and Solutions) up to date. Ability to deftly manage workload while being able to resolve time-critical situations professionally. Provide written and verbal consultation to debug customer related issues. Determine if the reported problem is a TIBCO product issue or an external problem; accurately and completely document problems, solutions, and defects. Maintain customer service level agreements (SLAs). Work with other TIBCO teams/departments as required to resolve product issues. 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.

• BS in Computer Science, EE, Computer Engineering or similar; 5+ years of experience with the following technologies (or MS with 3+ years).
• Development using Java, J2EE including JMS and JDBC .
• Good knowledge of Web services, SOA, OSGI, SOAP, WSDL, XML, XSLT, XSD specifications and preferably hands on working experience.
• Good understanding of network architecture . Internet communication protocols and related standards (HTTP/S/CA, SMTP-POP3, FTP, FTPS, AS1, AS2, SSH) .
• TCP/IP troubleshooting (troubleshooting tools including ethereal) .
• Security (PKI, encryption, digital signature).
• XML, schemas and DTDs and associated tools, XSLT, Xpath, WSDL . SOAP.
• Database (queries, administration tips, performance tips, tools like TOAD).
• Performance tuning (Application, JVM, DB, OS) .
• OS administration, dos/shell scripting.
• LDAP (configuration, search) .
• Prior experience with TIBCO products is a plus.
• Strong troubleshooting skills.
• Excellent writing and communication skills.
• Ability to clearly lay out a root cause analysis plan and drive the different stake holders to a mutually satisfactory resolution.
• Ability to multi-task and switch from one context to another.
• Autonomous, self-motivated.
• Strong sense of creating and maintaining customer satisfaction.

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