Senior Support Engineer

Key Responsibilities:

• Technical Support Issue Resolution:
• Act as the primary escalation point for complex technical issues related to TIBCO Data Virtualization (TDV).
• Diagnose, troubleshoot, and resolve product-related issues, minimizing customer downtime.
• Perform in-depth root cause analysis and collaborate with Engineering to develop long-term solutions.
• Guide customers in deploying, configuring, and optimizing TDV solutions.
• Customer Engagement & Communication:
• Provide clear and effective technical guidance to customers, ensuring smooth resolution.
• Engage with high-priority customer interactions and incident reviews, offering expert recommendations.
• Collaborate proactively with customer teams to identify and resolve potential issues before escalation.
• Knowledge Management & Mentorship:
• Document solutions, troubleshooting steps, and best practices in the knowledge base.
• Mentor junior support engineers through internal training programs.
• Participate in technical workshops, webinars, and customer training sessions to build knowledge.
• Process Improvement & Collaboration:
• Collaborate with Product Management and Engineering to provide feedback on product improvements.
• Contribute to automation and self-service initiatives to improve customer experience.
• Continuously improve internal support processes to reduce issue resolution times.