Senior Support Engineer

Job Title: Senior Support Engineer (IC3 TIBCO Data Virtualization

Location: Pune
Department: Customer Support / Escalation Engineering
Reports To: Lakhan Thakur

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 crossfunctional 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 productrelated issues ensuring minimal customer downtime.
  

• Perform indepth root cause analysis and work with Engineering to drive longterm 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 highpriority 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 selfservice initiatives to enhance customer experience.
  

• Continuously improve internal support processes to reduce issue resolution time.

Required Qualifications

• Experience: 5 years in technical support customer support or escalation engineering roles.
  

• 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.

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 X509etc)

• 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.

About Us:

Cloud Software Group is one of the worlds 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 cloudbased 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 email us at for assistance.