TS ( Technical Support ) Team
( Sr. ) Technical Support Engineer
Responsibilities:
Technical support engineer is an integrated member of the global support team and is responsible for the product support of our customer in all over the world, including North America, Europe, Australia and Asia . The ideal candidate will have the opportunity to work in an environment with high caliber support engineers based in Silicon Valley . The successful candidate has to be customer driven, creative in solving real problems and adept at learning new technologies and skills.
Qualifications:
Degree in Computer Science, Computer Engineering, and Computer Application is required.
Strong troubleshooting and analytical skills.
2+ years of programming experience in Java or C/C++ in a multithread environment; Coding is expected in some positions.
Working experience in more than one of the following : J2EE, JMS, SOAP, xml, XPATH, Web services, Web/App Servers(Tomcat, Weblogic, iPlanet,etc), and LDAP.
Unix and Windows OS administration and troubleshooting knowledge.Knowledge about
Knowledge of networking, TCP/IP, HTTP, and SNMP(a plus).
Familiarity with database particularly Oracle and SQL Server.
Prior TIBCO products experience is a big PLUS.
English speaking, reading and writing sills are essential
TS ( Technical Support ) Team
Technical Support Engineer
Scope of role
· To provide 24x7 technical support for live customers round the world, including weekends and night hours
· Work closely with the global support teams in North America and EMEA to coordinate and manage customer support on a ‘follow the sun’ model for the DataSynapse customer base;
· Track and manage service level agreements, high priority issues and their status, escalating as appropriate;
· Coordinate with the DataSynapse sales force and Services teams to support commercial activities;
· Become an expert in the capabilities of the DataSynapse product set.
Technical Skills and Qualifications
Essential:
· A desire to provide first class customer service, taking ownership of issues in a pressured and demanding high-value software environment;
· Trouble solving skills
· Passion for learning new technologies
· At least 1 year programming experience;
· Literate in Java and C++ / .Net; script languages;
· Experience of Windows and Unix (Linux and/or Solaris) platforms;
· Working knowledge of a range of technologies including relational databases, web technologies, xml, IP networks,
· MUST have good written and oral English communication skills.
Desirable:
· Experience of financial services;
· Some exposure to enterprise middleware – grid computing, high-performance computing, distributed computing, integration and distribution products such as EAI (Enterprise Application Integration) or ESB (enterprise service bus);
· Experience of issue tracking, fault-finding, and debugging in distributed environments;
