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Provide phone / web consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues
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Assists peers in the team as a mentor and a subject matter expert providing guidance, coaching and training in server related areas.
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Responsible for making moderate to significant improvements in support processes, systems or products.
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Work closely with feature teams / product engineering and provide feedback on product features as deemed necessary.
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Responsible for managing major/complex projects in addition to the support role that impacts the overall product experience for customers.
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Provide guidance and assistance to partners and customers with implementation and use of Spotfire and Data Virtualization products.
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Understand the problems reported by customers and reproduce locally in the Support lab
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Accurately and completely document problems, solutions, and defects in the Support call tracking system (Support portal)
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Investigate and provide workarounds as applicable.
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Collaborate with other departments, such as Product Engineering and Field Tech Team as required
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Participate in side-projects aiming at improving usability, supportability and quality of the Spotfire products
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Learn and expand your knowledge of Spotfire and its associated products (mainly Data Virtualization).
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Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.
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One of the key responsibilities is to also be available on-call rotation to address customer issues off business hours.
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Hands-on experience with building, optimizing, and managing Docker containers.
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Understanding of Docker networking, volumes, and multi-container applications with Docker Compose.
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Familiarity with Docker Registry, image repositories, and best practices for versioning.
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Practical knowledge of Helm for managing Kubernetes applications.
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Continually learn and expand your knowledge of TIBCO Spotfire and its associated products
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Take escalations from other team members in the team and help resolve the problem
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Participate in side-projects aiming at improving usability, supportability, and quality of the Spotfire as a product.
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Analyze and Troubleshoot reported issues/errors.
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Manage/monitor high severity issues and escalations within your team to ensure focus remains on the highest priority issues and keep management informed of any potential problems.
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Own and manage high severity issues from a technical standpoint without assistance
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Collaborate with other departments, such as Product Engineering and Professional Services as required
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Provide written and verbal consultations to debug customer issues of high-level complexity within the product platform.
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Be Additional Owner on cases and learn from other Senior Support Engineers HIGH and CRITICAL cases conference calls.
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Engage in technical and tactical discussions with Senior Principal Support Engineers about how to approach technical problems.
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Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems.
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Contribute to, and challenge, management initiatives.
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Help identify ways to make measurable improvements to our KPIs.
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Actively contribute knowledge objects:
- Actively contribute to the User Community Forums - Actively contribute to the Knowledge Base - Help develop Knowledge Transfer Sessions
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Identify ways to improve our internal metrics (e.g. solve problems for managers that havent been solved yet, or create more elegant and accurate dashboards for existing solutions)
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Identify gaps in your own skills as well as the Team s skills and work towards filling in those gaps by actively seeking training in those skill areas or helping my manager to encourage others to seek training in those areas.
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Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509,etc )
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Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc )
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Academic knowledge or hands on experience with:
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Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP
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Familiarity with related technologies such as Docker and Kubernetes.
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Demonstrated ability to handle demanding and difficult customers and their expectations.
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Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.
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Demonstrated ability to facilitate Zoom and/or conference calls
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Demonstrated skill at mentoring other support staff.
