Description

Responsibility

Provide phone/email/Webex consultation to debug customer problems of medium to high complexity. 

Identifying 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.

Mentor the Support Engineer (IC2) and Associate Support Engineer (IC1) for technical help on Product related issues.

Escalates cases to the Engineering team to create workarounds for potential problems/defects reported by the customer. 

Participate in Weekend On-call escalation

Manage 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 issue resolution.

Take escalations from the junior members in the team (IC2 – Support Engineer and IC1 - Associate 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 issues in the support lab.

Monitors case quality by reviewing the issues worked by junior members and follow up as needed.

Works on the Jaspersoft product and is proficient in all areas of that products.

Learn the technologies required for supporting the TIBCO Jaspersoft and share the knowledge base with the team.

Ability to lead and contribute towards the internal projects /Initiatives

Create and approve Knowledge Base articles (FAQ/Solutions) for the issues that have repeat value.

Need to work in the shift:

 EMEA shift (3:30 pm IST - 12:30 pm IST) 

Qualification and Technical Skills:

Bachelor’s/Master’s degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 9-12 years of relevant IT experience.

Strong troubleshooting and analytical skills 

Strong knowledge of programming languages (JAVA/Javascript) 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: XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, REST 

Strong knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analyzing SQL queries. 

Excellent verbal and written communication skills

Enjoys working with people 

Strong customer-oriented 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):

Jaspersoft product knowledge/experience, 

JAVA / Database certification, 

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.