TIBCO Recruitment for Support Engineers at Pune

Overview:

• You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.
• The primary responsibility of a support engineer in the TDV Product Support team is to troubleshoot and solve customer issues that may arise during the use and implementation of the TDV product suite. In addition to solving problems, the support engineer will also provide answers to questions and assist/advice customers with use, configuration, and optimization of the TDV product suite.
• A TDV support engineer with data/ analytics support profile primarily handles support cases related data access, data management, database administration and data analysis/ visualization. Cases must often be solved in collaboration with team members in both the local and remote teams, and in collaboration with members of other departments, such as the Engineering and Product Management. The support engineer also participates in side-projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.

What You’ll Do:

• You will be focused on data access, data management, and database administration related cases, such as assisting customers with accessing data from various data sources, and with troubleshooting and optimizing data access, as well as with preparing data for analysis, and with the actual data analysis in TDV.
• This includes: Collecting all relevant information to fully understand customer issues to be able to troubleshoot, isolate, and resolve in a timely manner.
• Systematically analyzing TDV’s native log files and third-party log files to understand/describe chains of events.
• Setting up test environments to replicate customer environments and reproduce customer issues.
• Troubleshooting and assisting customers with accessing data from various data sources (e.g. relational databases, OLAP cubes, web services, …).
• Assisting customers with optimizing data access performance, such as reviewing SQL or MDX queries and/or analyzing data transfer and suggesting improvements.
• Providing guidance and troubleshooting issues related to data analysis/visualization in TDV.
• When needed, analyzing network traffic to understand problems, using tools like Wireshark, Fiddler, and web browser debugging tools.
• Closely collaborating with team members in both local and remote support teams, as well as members of the Product Development and Product Management departments, in solving complex support cases.
• Mentoring and training less senior members of the team, e.g. by coaching them in case troubleshooting or by providing knowledge transfer/ training sessions.
• Creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.
• Participating in side-projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.
• Flexibility to work in shifts (12:30 PM to 21:30 IST)