Support Engineer

We are looking for a Support engineer to support TIBCO ActiveMatrix productis. TIBCO ActiveMatrix is a scalable and extensible platform for developing, deploying, and managing applications that conform to a service-oriented architecture. In a head-to-head comparison by an independent third party, TIBCO was found to be the most efficient of the five leading SOA and integration platforms tested. As a member of the Global Support team servicing our Americas customers, you'll receive hands-on experience working with clients and our engineering team to solve client issues and complaints of varying complexity and priority. Duties
Strong troubleshooting and analytical skills.
Programming/Support experience with Java is preferred.
Experience with Linux OS flavors RHEL, Centos etc is strongly desired.
Experience with several of the following would be a great plus: Tomcat/Jetty, XML/XPath, LDAP, Networking, TCP/IP, HTTP, HTTPS, SSL, REST and JSON.
Experience analyzing Java thread dumps, Heap dumps will be preferred.
Troubleshooting Java Applications for performance, memory leaks, CPU usage would be a great plus.
Practical experience with one or more of Oracle/SQL Server/MySQL/Postgres is strongly desired.
Basic understanding of Virtualization like VMWare/Hyper V will be preferred.
Basic understanding of Container technologies ex: docker will be preferred.
Basic understanding of Cloud platform AWS/Azure preferred.
Enjoy working with people and a customer-driven attitude is critical.
Bachelor's degree in Engineering/Computer Science or equivalent with 1-2 years of experience.
Debug customer problems of low to medium complexity using multiple communication channels using CRM / Online meetings.
Understand the product issues reported by the customer and reproduce it locally in the support lab.
Work with the senior members/L3 of the group to provide workarounds for the customer reported issues.
Troubleshoot customer issues by collecting and analyzing Application logs, Java thread dumps, heap dumps, and stack trace.
For some customer cases engineer will have to Stage customer issues in-house on different operating systems like Linux / Windows / Solaris / Mac.
Escalates Service Requests (SRs) to senior members/L3 of the group when unable to overcome obstacles. Learns from escalated Service Requests and avoids repeated escalations of the same problem type.
Create Change Requests (CRs) for the defects/enhancements reported by the customer.
Learn the technologies required for supporting the TIBCO product.
Learn other TIBCO products that are required for better understanding of the TIBCO product that the support engineer is working on.
Create KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value.

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