As a member of the global support team, you will help debug and solve problems that may arise during the implementation of complex solutions by external and internal customers using our products. You will be responsible for gathering information about the reported problem, researching for known problems and workarounds, establishing the configuration and steps to reproduce the problem, and recreating the problem in a lab environment. Once the problem is understood, you are also responsible to identify workarounds or to collaborate with engineering to get a fix or a patch to the client as needed to keep their systems operational. You might be expected to work on one or more of the following products -TIBCO BusinessWorks and related connectors/plugins, Scribe, BPM, TIBCO Cloud Services, and many more
.
This role requires a lot of focus on problem solving and innovative thinking.



Identifying solutions by understanding the problem requires a excellent deal of technical expertise so you should have the appetite to hone your existing skills and learn new ones as you continue working on some of the most challenging customer problems.
You will be joining a team where colleagues with different competencies work closely together to solve challenging tasks. There are always engaged people with lots of commitment and energy around you. You will find an energetic, welcoming and informal work environment that supports collaboration and creativity to make success happen. Many of us choose to stay here for a long time.
Responsibilities and Duties
- Provide phone/email/video consultation to debug customer problems of low to medium complexity.
- Develop excellent communication skills (phone/email) to provide support to the TIBCO customer base.
- Mentor the Associate Support Engineer (IC1) for technical help on Product related issues.
- Understand the product issues reported by the customer and reproduce it locally in the support lab.
- Provides prompt and accurate feedback to customers.

📌 Product Support Engineer (Pune)
🏢 Encora Technologies Pte
📍 Pune