Senior Support Engineer

About Spotfire

Spotfire® is a visual data science platform that makes smart people smarter. It combines market-leading visual analytics, data science, and data wrangling to allow experts to analyze data at-rest, in-motion, and at-scale—solving problems that require human creativity and modern computing.

Enjoy a point-and-click user experience where engineers, scientists, and other experts can rapidly build sophisticated, interactive visual data science applications and deploy those to thousands of end-users—enhancing business-critical operations and daily decision-making. That’s working smarter, with Spotfire. 

Since Spotfire's start in 1991, the amount of data and the importance of self-service analytics has grown by leaps and bounds, but the goal of Spotfire has remained the same: to give users the ability to ask and answer questions about their data at the speed of thought.

Visit https://www.spotfire.com/about to learn more about Spotfire.

Job Description

This role will be primarily focused on server related cases of Spotfire which includes application installation and configuration, authentication (such as Kerberos, NTLM, LDAP, and OpenID, among others), deployment and troubleshooting on cloud platforms (such as AWS, Azure, and GCP), HTTPS/SSL certificates, network traffic analysis, and integration with other enterprise applications and devices (such as databases). Practical experience in deploying, managing, and scaling containerized applications using Docker and Kubernetes.

Primary Responsibilities:

• Provide phone / web consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues

• Assists peers in the team as a mentor and a subject matter expert providing guidance, coaching and training in server related areas.

• Responsible for making moderate to significant improvements in support processes, systems or products.

• Work closely with feature teams / product engineering and provide feedback on product features as deemed necessary.

• Responsible for managing major/complex projects in addition to the support role that impacts the overall product experience for customers.

• Provide guidance and assistance to partners and customers with implementation and use of Spotfire and Data Virtualization products.

• Understand the problems reported by customers and reproduce locally in the Support lab

• Accurately and completely document problems, solutions, and defects in the Support call tracking system (Support portal)

• Investigate and provide workarounds as applicable.

• Collaborate with other departments, such as Product Engineering and Field Tech Team as required

• Participate in side-projects aiming at improving usability, supportability and quality of the Spotfire products

• Learn and expand your knowledge of Spotfire and its associated products (mainly Data Virtualization).

• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.

• One of the key responsibilities is to also be available on-call rotation to address customer issues off business hours. 

• Hands-on experience with building, optimizing, and managing Docker containers.

• Understanding of Docker networking, volumes, and multi-container applications with Docker Compose.

• Familiarity with Docker Registry, image repositories, and best practices for versioning.

• Practical knowledge of Helm for managing Kubernetes applications.

• Continually learn and expand your knowledge of TIBCO Spotfire and its associated products

• Take escalations from other team members in the team and help resolve the problem

• Participate in side-projects aiming at improving usability, supportability, and quality of the Spotfire as a product.

Day-to-Day Operational Responsibilities

• Analyze and Troubleshoot reported issues/errors. 

• 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.

• Own and manage high severity issues from a technical standpoint without assistance

• Collaborate with other departments, such as Product Engineering and Professional Services as required

• Provide written and verbal consultations to debug customer issues of high-level complexity within the product platform. 

• Be Additional Owner on cases and learn from other Senior Support Engineers’ HIGH and CRITICAL cases & conference calls.

• Engage in technical and tactical discussions with Senior & Principal Support Engineers about how to approach technical problems.

• 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.

• Contribute to, and challenge, management initiatives.

• Help identify ways to make measurable improvements to our KPIs.

• Actively contribute knowledge objects:
    - Actively contribute to the User Community Forums
    - Actively contribute to the Knowledge Base
    - Help develop Knowledge Transfer Sessions 

• Identify ways to improve our internal metrics (e.g. solve problems for managers that haven't been solved yet, or create more elegant and accurate dashboards for existing solutions)

• 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.

Education

• BE/ME/BTech/MTech in Computer Science, IT, or related disciplines from a reputed institute

Must have

• Experience: 5+ years in technical support, customer support, or Escalation Engineering roles.

• Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues, specifically involving any or all of the below aspects:

• • Configuration

  • Authentication

  • Application administration

  • Logging

  • Networking

  • Monitoring

• Superior verbal and writing skills and demonstrated ability to articulate complex concepts

• Exceptionally high attention to detail and demonstrated ability to deliver extremely high-quality knowledge to our customers.

• Demonstrated ability to manage a demanding workload.

Good to Have

• Authentication (SSO, LDAP, AD, Kerberos, OpenID, X509,etc…)

• Academic knowledge or hands on experience with at least one major OO programming language (Java, C, C++, C# .NET, etc…)

• Academic knowledge or hands on experience with:

  • RDBMS (Oracle, SQL Server, PostgreSQL)

  • Unix/Linux

  • Apache Tomcat

  • Python

  • JavaScript

  • HTML/CSS

• Experience with usage and administration of cloud platforms such as AWS, Azure, and GCP

• Familiarity with related technologies such as Docker and Kubernetes.

• Demonstrated ability to handle demanding and difficult customers and their expectations.

• Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.

• Demonstrated ability to facilitate Zoom and/or conference calls

• Demonstrated skill at mentoring other support staff.

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please email us at [email protected] for assistance.