Senior Support Engineer

Role Overview: As a Senior Support Engineer specializing in TIBCO Data Virtualization (TDV) at Cloud Software Group, your role is crucial in ensuring timely resolution of complex technical issues and enhancing customer satisfaction. You will collaborate with cross-functional teams to improve product supportability and customer experience. Key Responsibilities: - Act as the primary escalation point for complex technical issues related to TIBCO Data Virtualization (TDV). - Diagnose, troubleshoot, and resolve product-related issues, ensuring minimal customer downtime. - Perform in-depth root cause analysis and collaborate with Engineering for long-term solutions. - Guide customers in best practices for deploying, configuring, and optimizing TDV solutions. Customer Engagement & Communication: - Provide clear and effective technical guidance to customers for a smooth resolution process. - Engage in high-priority customer interactions and incident reviews, offering expert recommendations. - Collaborate with customer teams to proactively identify and address potential issues before escalation. Knowledge Management & Mentorship: - Document solutions, troubleshooting steps, and best practices in the knowledge base. - Conduct internal training and mentorship programs to upskill junior support engineers. - Participate in technical workshops, webinars, and customer training sessions. Process Improvement & Collaboration: - Work closely with Product Management and Engineering to provide feedback on product improvements. - Contribute to automation and self-service initiatives for enhancing customer experience. - Continuously improve internal support processes to reduce issue resolution time. Required Qualifications: - Experience: 5+ years in technical support, customer support, or escalation engineering roles. - Strong expertise in TIBCO Data Virtualization (TDV) with skills in configuration, troubleshooting, and optimization. - Proficiency in SQL, data modeling, database management (Oracle, SQL Server, PostgreSQL), cloud platforms (AWS, Azure, GCP), and virtualization technologies. - Experience with REST APIs, authentication mechanisms, and security best practices. Preferred Qualifications: - Experience with data integration, ETL tools, performance tuning, and monitoring tools like Splunk and Datadog. - Knowledge of authentication methods (SSO, LDAP, AD, Kerberos, OpenID, X509), RDBMS, Unix/Linux, Apache Tomcat, Docker, Kubernetes. - Ability to handle demanding customers, facilitate Zoom/conference calls, and mentor support staff.,