Company Name:-
TIBCO Software

Job Location:-
Remote

Job Summary:-
The Global Support Organization at TIBCO prides itself on providing World Class Technical Support Services to all our customers and partners worldwide.

As a member of this world wide team, you will help troubleshoot, debug and solve customer issues that may arise during the use and implementation of TIBCO Spotfire products by external and internal customers.

TIBCO Spotfire Support, an industry leader in business intelligence and data analytics, is strategically located around the world in several time zones, including Seattle (WA), Palo Alto (CA), Boston (MA), Chapel Hill (NC), Pune (India), Sydney (Aus) and Gothenburg (Sweden).

You will work as a member of the Americas Support Team within the TIBCO Spotfire Global Support Organization.

This role will be primarily focused on TIBCO Spotfire Server related cases like installation, configuration, authentication (Kerberos, NTLM, LDAP, and OpenID, among many others), SSL, network communication, platform, database, and database connectivity.

What You’ll DoProvide phone/email/webex consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to TIBCO Spotfire Server issues like installation, configuration, authentication, SSL, network communication, platform, database, and database connectivity.

Own and manage high severity issues from a technical standpoint without assistance
Help manage defects/enhancements reported by customers to get them addressed in the appropriate hotfix/service pack.

Understand the problems reported by customers and reproduce locally in the Support lab
Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)
Investigate and provide workarounds as applicable
Collaborate with other departments, such as Product Engineering and Professional Services as required
Participate in side-projects aiming at improving usability, supportability, and quality of the TIBCO Spotfire products
Actively contribute knowledge objects:
Actively contribute to the User Community Forums
Actively contribute to the Knowledge Base, and help identify gaps in the Knowledge Base for your product.

Continually learn and expand your knowledge of TIBCO Spotfire a

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