Support Engineer

Job Title: Support Engineer (IC2) – TIBCO Data Virtualization

Location: Pune

Department: Customer Support / Escalation Engineering

Reports To: Lakhan Thakur

Job Summary

We are looking for a dedicated and motivated Support Engineer to join our Customer Support team, focusing on TIBCO Data Virtualization (TDV). In this role, you will assist customers in resolving technical issues, providing high-quality support, and working closely with senior engineers to ensure customer satisfaction. This is an excellent opportunity for professionals looking to deepen their technical expertise and grow in a collaborative environment.

Key Responsibilities:

Technical Support & Issue Resolution

• Assist in diagnosing and troubleshooting technical issues related to TIBCO Data Virtualization (TDV).
• Collaborate with senior team members to resolve product-related queries.
• Provide support on common configuration, installation, and usage issues.
• Escalate complex issues appropriately to ensure timely resolution.
  
  

Customer Engagement & Communication

• Communicate technical solutions clearly and professionally to customers.
• Track and document issue progress in the support system.
• Support in delivering a smooth resolution experience through prompt and clear communication.
  
  

Knowledge Management

• Contribute to knowledge base articles by documenting troubleshooting steps and common issues.
• Participate in internal training sessions to continuously improve technical skills.
  
  

Collaboration & Team Support

• Work with cross-functional teams as needed (engineering, QA, product teams) for issue clarification or resolution.
• Share knowledge with peers to support a collaborative team environment.
  
  

Required Qualifications:

Experience:

• 2 years of experience in technical support or a customer-facing technical role.
  
  

Technical Skills:

• Basic to intermediate knowledge of TIBCO Data Virtualization or similar data tools.
• Understanding of SQL, data modeling, and relational databases (Oracle, SQL Server, PostgreSQL, etc.).
• Familiarity with cloud platforms like AWS, Azure, or GCP is a plus.
• Basic understanding of SOAP and REST APIs and authentication mechanisms.
  
  

Soft Skills:

• Strong analytical and problem-solving abilities.
• Good written and verbal communication skills.
• Willingness to learn and take ownership of issues.
  
  

Preferred Qualifications:

• Exposure to data integration, ETL tools, or performance tuning.
• Experience working in Unix/Linux environments.
• Familiarity with tools like JIRA, Confluence, or ServiceNow.
  
  

Why Join Us?

• Opportunity to grow and transition into more senior roles with mentorship from experienced engineers.
• Work with innovative technologies and global teams.
• Continuous learning through hands-on support, product training, and career development programs.
  
  

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.