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Senior Support Engineer

Senior Support Engineer

TIBCO

7 - 15 years

20 - 25 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

websphere oracle performance tuning engineering support configuration administration weblogic webfocus weblogic application server root cause analysis apache tomcat sql java leadership writing j2ee troubleshooting communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as an escalation point for complex technical issues, providing effective and timely resolution to high-priority cases.

Master advanced diagnostic and problem-determination techniques related to WebFOCUS deployment, performance, and integrations in on-prem/cloud/hybrid environments.

Lead technical communication with customers during critical situations, translating complex technical information into clear, actionable steps.

Maintain ownership of escalated issues through to resolution, including reproducible defect reporting and liaison with the Engineering/Development team.

Technical Leadership and Knowledge Development

Contribute significantly to the internal and external knowledge base by creating and validating technical articles, best practices, and troubleshooting guides for new and complex WebFOCUS features.

Mentor and cross-train L1/L2 team members on advanced troubleshooting methods and deep product functionality, specifically for WebFOCUS.

Proactively identify and recommend improvements to the WebFOCUS product, documentation, and support processes based on recurrent issues.

Solving Complex Customer Problems

Provide expert-level technical support encompassing application deployment, database connectivity, performance tuning, and debugging in multi-OS and virtualized environments.

Utilize advanced debugging tools and analyze trace logs, dumps, and system metrics to pinpoint root causes in complex customer setups.

Stay current with the latest WebFOCUS offerings, architecture, and best practices.

Essential Qualifications and Skills

Required Experience and Technical Depth

Minimum of 18 months of recent, dedicated experience providing L1/L2 technical support for the WebFOCUS product.

Demonstrated advanced expertise (L2 proficiency) in WebFOCUS configuration, administration, and troubleshooting.

Proven experience with SQL and database connectivity/access issues (e. g. , Oracle, SQL Server) as they relate to WebFOCUS.

Strong working knowledge of web application servers (e. g. , Apache Tomcat, WebSphere, WebLogic) and their interaction with Java/J2EE and . NET environments.

College degree (preferably in Computer Science) or equivalent practical experience.

This is a remote position located in India.

Required Skills

Exceptional analytical and root cause analysis skills for complex, intermittent technical issues.

Proven ability to prioritize and manage a high-volume queue of escalated cases under minimal supervision.

Strong leadership and mentoring presence with the ability to clearly articulate complex concepts to peers and juniors.

Excellent written and verbal communication skills in English, with a focus on professional and empathetic customer-facing communication during critical escalations.

Strong time management and organizational skills to meet aggressive resolution targets (SLA).

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