Job Overview

Do you want to be an integral part of a dynamic, social team? Do you want to use your excellent diagnostic skills to save the day, providing technical support to a wide range of international clients?

We are looking for a Support Engineer to join our team based in Chapel Hill, NC. To be successful you will need to quickly determine if a reported issue is a TIBCO product issue or an external problem. You will interact with other internal support teams and development/engineering teams to drive issues to a resolution. Your ability to deftly manage workload while being able to resolve time-critical situations professionally is valued.

Job Responsibilities
Analyse and troubleshoot customer reported problems on TIBCO MDM products
Provide first line consultation to debug customer problems of increasing levels of complexity, using a combination of the following communication channels : web portal (SalesForce) / phone/ e-mail / remote desktop ( WebEx )
As a member of the Global support team analyse, replicate, use and configure small to medium complexity customer problems
Keep current with the latest supported product technology
On a timely basis escalate urgent problems requiring more in-depth knowledge of a product to appropriate internal resources
Manage workload efficiently while allocating time to resolve time-critical situations in an efficient and professional manner
Utilize test equipment and configurations in lab for simulation of real problems
Accurately and completely document problems, their solutions, and defects in the call tracking system
We are looking for college graduates with master's degree in Computer Science, Information Systems or related majors. No major requirements for candidates with related work experience. Experience should include time in a product support role. Salary is negotiable and commensurate with experience