Technical Solutions Specialist

hace 3 semanas

San Francisco, Heredia, Costa Rica TIBCO A tiempo completo
Job Overview

At TIBCO, we're seeking a highly skilled Senior Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers via multiple communication channels. This is a challenging and rewarding role that requires a strong foundation in technical troubleshooting, excellent communication skills, and a passion for delivering exceptional customer experiences.

In this role, you will work closely with our customers to identify and resolve complex technical issues, provide expert-level support for our products, and collaborate with cross-functional teams to drive process improvements and knowledge sharing. If you have a proven track record of providing exceptional customer support, a strong technical background, and a passion for delivering world-class customer experiences, we encourage you to apply.

Responsibilities

  • Provide expert-level technical support to customers via multiple communication channels, including phone, email, and chat.
  • Analyze and resolve complex technical issues, often involving multiple systems and technologies.
  • Collaborate with cross-functional teams to drive process improvements, knowledge sharing, and best practices.
  • Develop and maintain accurate and detailed documentation of customer interactions, including case comments, case status, follow-up dates, issues, descriptions, internal notes, and other relevant information.
  • Work closely with our knowledge management team to develop and maintain high-quality knowledge articles and content.
  • Participate in on-call rotation to provide 24/7 support for critical issues.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 4+ years of experience in a technical support role, preferably in a software or SaaS environment.
  • Expert-level knowledge of computing, networking, web browsers, PC troubleshooting, firewalls, and proxy servers.
  • Deep knowledge of Microsoft Office suite, including Outlook, Excel, PowerPoint, and Word.
  • Knowledge of Single Sign-On (SSO) and server administration skills.
  • Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, technical teams, and other stakeholders.

What We Offer

At TIBCO, we offer a comprehensive benefits package, including competitive salary, medical, dental, and vision insurance, 401(k) matching, paid time off, and access to ongoing training and professional development opportunities. We are an equal opportunities employer and welcome applications from diverse candidates.

If you are a motivated and talented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Thank you for your interest in TIBCO.

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