Job Description

About Tibco

Headquartered in Palo Alto, CA, TIBCO Software enables businesses to reach new heights on their path to digital distinction and innovation. From systems to devices and people, we interconnect everything, capture data in real time wherever it is, and augment the intelligence of organizations through analytical insights. Thousands of customers around the globe rely on us to build compelling experiences, energize operations, and propel innovation.  

Our teams flourish on new ideas and welcome individuals who thrive in transforming challenges into opportunities. From designing and building amazing products to providing excellent service; we encourage and are shaped by bold thinkers, problem-solvers, and self-starters.  We are always adapting and providing exciting opportunities for our employees to grow, learn and excel.

We value the customers and employees that define who we are; dynamic individuals willing to take the risks necessary to make big ideas come to life and who are comfortable collaborating in our creative, optimistic environment. TIBCO – we are just scratching the surface.

Overview

TIBCO Jaspersoft is seeking a talented troubleshooter with excellent communication skills. This is a hands-on support position focused on assisting customers with technical issue resolution and advice. This individual will interact directly with customers to quickly troubleshoot mission critical issues, document product enhancements or defects, and explain best practices for implementation and usage of TIBCO Jaspersoft. You will also contribute valuable information to our growing self-service knowledge repositories. In addition, you will assist in identifying opportunities to increase the efficiency and effectiveness of the Technical Support team.  As a leading open source software provider, TIBCO Jaspersoft relies on the excellence of our support and services.  We strive to innovate, and break the boundaries of traditional “support” to develop a leading model for Technical Support. . In recent years Gartner has ranked our service as high as #1 in customer support among Business Intelligence vendors – the individual filling this role will work within the Technical Support team to ensure that we continue this tradition of excellence.


What You'll Do

  • Manage customer issues related to the installation, configuration, and implementation of TIBCO Jaspersoft products on a timely basis, provide effective and clear communication, and establish appropriate expectations with clients.  NOTE: Most issues are logged via Web and Email (written)
  • Log defects and enhancement requests on behalf of customers
  • Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to’s for publication to a customer and company knowledge system
  •   Assist in the build-out of common server and database platforms for use in daily troubleshooting and testing associated with customer cases (via virtualization tools)

Success Factors

  • A passion for exploring exciting new technologies
  • Timeliness: a sense of urgency when interacting with customers
  • Proven ability to manage customer expectations
  • Integrity, and a desire to honour all commitments
  • A drive to achieve new and great things, and contribute to TIBCO Jaspersoft’s success through the success of our customers and our team
  • An understanding of the importance and value of maintaining a collaborative environment, sharing knowledge with customers and peers, etc.
  • Ability to multi-task, effectively “switch gears”, and manage multiple issues, actions, and time-critical tasks

Who You Are

  • Bachelor’s (BA or BS) in Computer Science, IT, or related field
  • Professional experience troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, and/or big data back end systems
  • Broad experience across the following technologies:
    • Java and Java Frameworks such as Spring, Hibernate, and Spring Security (formerly Acegi)
    • Operating Systems such as Linux, Unix, Windows, and AIX
    • Various databases including  MySQL, Oracle, SQLServer, and/or PostreSQL
    • Popular application servers including Tomcat, JBoss, WebSphere, Weblogic, and GlassFish
    • Client-side web technologies like JavaScript and CSS
  • The ability to learn quickly
  • Excellent problem investigation and solving skills
  • Excellent communication (verbal and written) and customer management skills
  • Ability to empathize and interact effectively with demanding enterprise accounts
  • Exceptional ability to discern between an enhancement and
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