Senior Customer Support Engineer

hace 2 meses

San Francisco, Heredia, Costa Rica TIBCO A tiempo completo

Position Overview:

Are you passionate about providing exceptional support in a dynamic and innovative environment? If so, we invite you to explore this opportunity. As we pivot back to our core strengths, we are focusing on our SaaS offerings, an area ripe for expansion. This unique business unit is committed to standing out and competing effectively in the market.

In the role of Senior Technical Support Engineer, you will engage in comprehensive problem-solving related to our products and their integration within client systems. Utilizing your troubleshooting expertise and technical acumen, you will identify, analyze, and resolve issues while efficiently managing your workload and ensuring high-quality outcomes.

Key Responsibilities:

  • Handle intricate customer support inquiries in a fast-paced setting.
  • Guide clients through challenges ranging from product training to technical troubleshooting.
  • Provide mentorship to new team members and assist junior colleagues with their projects, while identifying opportunities for improvement.
  • Comprehend customer needs and offer recommendations based on best practices and optimal configurations. Proactively work to retain business and mitigate potential escalations.
  • Take initiative in independently addressing product inquiries and delivering moderately complex technical support. Identify and validate potential bugs for reporting.
  • Your performance will be evaluated based on customer satisfaction scores, feedback, Knowledge Center System engagement, adherence to schedules, contributions to team success, and mentorship of new engineers.
  • Document case details meticulously in the ticketing system, following departmental protocols regarding case management.
  • Collaborate with contributors and auditors to maintain the health of the Knowledge Center System, ensuring the accuracy and compliance of published articles.

Qualifications:

  • Bachelor's Degree or equivalent experience is preferred.
  • Minimum of 4 years in a support role within the service sector.
  • Proficient in computing environments (Mac & PC), networking, and troubleshooting various web browsers, firewalls, and proxy servers.
  • Strong familiarity with the Microsoft Office suite, including Outlook, Excel, PowerPoint, and Word.
  • Understanding of Single Sign-On (SSO) and server administration is advantageous.
  • Preferred skills include the ability to configure and troubleshoot Storage Zone Controllers, SSO, and Load balancers, along with a solid grasp of Windows Server roles, IIS, AD, DNS, and File Servers.
  • Experience with load balancing technologies and NAS devices, as well as knowledge of Identity providers and SAML 2.0.
  • Basic SQL skills for data retrieval and the ability to create and utilize API calls.
  • Strong troubleshooting capabilities for web application issues and knowledge of Security Certificates.

Your Strengths:

  • Excellent verbal and written communication skills.
  • Ability to listen, assess, and communicate effective solutions.
  • Proficiency in English is required; bilingual skills are a plus.
  • Customer-centric approach focused on delivering a top-tier experience in a fast-evolving environment.
  • Capability to de-escalate challenging customer situations.
  • Strong critical thinking and problem-solving skills in a dynamic setting.
  • Experience in a metrics-driven environment with a focus on achieving operational targets.
  • Interest in Software-as-a-Service (SaaS) and a commitment to continuous learning and mentorship.

About TIBCO:

TIBCO is dedicated to fostering an inclusive workplace that values diverse experiences and encourages innovation. We believe in empowering our team members to learn, grow, and contribute to the future of technology. Join us as we embark on an exciting journey in the cloud software space.

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