Job Title Senior Support Engineer IC3 - Spotfire Data Virtualization Location Pune Department Customer Support Escalation Engineering Job Summary We are seeking a skilled and experienced Senior Support Engineer specializing in TIBCO Data Virtualization TDV to join our dynamic Customer Support team In this role you will serve as a key escalation point for complex technical issues ensuring timely resolution and customer satisfaction You will collaborate closely with cross-functional teams including Engineering and Product Management to improve product supportability and enhance customer experience Key Responsibilities Technical Support Issue Resolution Act as the primary escalation point for complex technical issues related to TIBCO Data Virtualization TDV Diagnose troubleshoot and resolve product-related issues ensuring minimal customer downtime Perform in-depth root cause analysis and work with Engineering to drive long-term solutions Guide customers in best practices for deploying configuring and optimizing TDV solutions Customer Engagement Communication Provide clear and effective technical guidance to customers ensuring a smooth resolution process Engage in high-priority customer interactions and incident reviews delivering expert recommendations Collaborate with customer teams to proactively identify and address potential issues before escalation Knowledge Management Mentorship Document solutions troubleshooting steps and best practices in the knowledge base Conduct internal training and mentorship programs to upskill junior support engineers Participate in technical workshops webinars and customer training sessions Process Improvement Collaboration Work closely with Product Management and Engineering to provide feedback on product improvements Contribute to automation and self-service initiatives to enhance customer experience Continuously improve internal support processes to reduce issue resolution time Required Qualifications Experience 7 years in technical support customer support or escalation engineering roles Educational Qualification Bachelor s degree in Information Technology Computer Science Electronics and Telecommunication or a related field Technical Skills Strong expertise in TIBCO Data Virtualization TDV including configuration troubleshooting and optimization Solid understanding of SQL data modeling and database management Oracle SQL Server PostgreSQL etc Knowledge of cloud platforms AWS Azure GCP and virtualization technologies Experience with REST APIs authentication mechanisms and security best practices Soft Skills Excellent problem-solving and analytical skills Solid verbal and written communication with the ability to simplify complex technical concepts Ability to work independently and handle multiple high-priority cases simultaneously Preferred Qualifications Experience with data integration ETL tools and performance tuning Familiarity with monitoring tools Splunk Datadog for issue diagnosis Authentication SSO LDAP AD Kerberos OpenID X509 etc Academic knowledge or hands on experience with RDBMS Oracle SQL Server PostgreSQL Unix Linux Apache Tomcat Experience with usage and administration of cloud platforms such as AWS Azure and GCP Familiarity with related technologies such as Docker and Kubernetes Demonstrated ability to handle demanding and difficult customers and their expectations Demonstrated ability to facilitate Zoom and or conference calls Demonstrated skill at mentoring other support staff Why Join Us Work in a fast-paced environment with a strong focus on innovation and customer success Gain hands-on experience with cutting-edge data virtualization technologies Enjoy opportunities for career growth training and skill development About Us Cloud Software Group is one of the world s largest cloud solution providers serving more than 100 million users around the globe When you join Cloud Software Group you are making a difference for real people each of whom count on our suite of cloud-based products to get work done from anywhere Members of our team will tell you that we value passion for technology and the courage to take risks Everyone is empowered to learn dream and build the future of work We are on the brink of another Cambrian leap - a moment of immense evolution and growth And we need your expertise and experience to do it Now is the perfect time to move your skills to the cloud Cloud Software Group is firmly committed to Equal Employment Opportunity EEO and to compliance with all federal state and local laws that prohibit employment discrimination All qualified applicants will receive consideration for employment without regard to age race color creed sex or gender sexual orientation gender identity gender expression ethnicity national origin ancestry citizenship religion genetic carrier status disability pregnancy childbirth or related medical conditions including lactation status marital status military service protected veteran status political activity or affiliation taking or requesting statutorily protected leave and other protected classifications If you need a reasonable accommodation due to a disability during any part of the application process please contact us via the Bridge portal for assistance

📌 Senior Support Engineer (India)
🏢 Cloud Software Group
📍 India