Job
Description
Performance Profile for Statistica Support Engineer
Product Group: TIBCO Data Science Workbench (Statistica)
Position: Associate Support Engineer
The TIBCO Analytics Support team is a critical group in the TIBCO Global Support Organization. We provide world-class Support services globally to assist customers and partners successfully implement and use TIBCO Analytics products. We strive to achieve the highest level of customer satisfaction by providing knowledgeable, experienced support engineers, 24 hours a day and focus on continuous process improvement.
https://www.tibco.com/resources/datasheet/tibco-statistica-enterprise
Do you like helping Customers? Do you enjoy solving complex technical issues? Do you like taking on difficult challenges and finding creative solutions? Do you love to work with a team that delivers astounding Customer Support experience while consistently strives to enhance the product and processes?
Does this sound like you?
If yes, we have an opening within our Analytics Support Group at our Pune, India location.
Your contribution to the team includes:
- Provide phone/email/web consultation to troubleshoot/solve customer problems of high complexity
- Work with customers to clearly define problem descriptions, and collect relevant data about the problems (what/when/where/who/extent) and the customer environment to enable troubleshooting / problem analysis.
- Systematically analyze Stattisticas native log files and third-party log files to understand/describe chains of events
- Set up test environments to replicate customer environments and reproduce customer issues, as well as maintaining test environments in our internal labs
- Troubleshoot and assist customers with issues related to installation/upgrades, product configuration, user authentication/authorization (LDAP, Kerberos, HTTPS/SSL, Encryption, Firewalls), programming/scripting aspects (Python, R, Linux Shell etc)
- Troubleshoot and assist customers with issues related to performance, resource use and scaling of the Statistica platform.
- When needed, analyze network traffic to understand problems, using tools like Wireshark, Fiddler, and web browser debugging tools
- Closely collaborate with team members in both local and remote support teams, as well as members of the Product Development and Product Management departments, in solving complex support cases
- Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos. Expectation is to at least produce two high quality knowledge base articles per month.
- Participate in projects aimed at improving our processes and tools, and the usability, supportability and quality of products being supported.
- Accurately and completely document problems, solutions, and defects in relevant systems (Salesforce.com and JIRA)
- Work closely with internal customers (Sales/Data-Science/Accounts etc) to assist with prospective customer enablements including assisting the internal teams in gathering the technical requirements, helping in building POC environments to meet the use-cases etc.
- Willing to work in different shifts and timings.
Skills crucial to success in this role:
- Superior verbal and writing skills
- Learning new technologies and learning them quickly
- Exceptional multi-tasking skills and being able to manage different responsibilities pertaining to this role
- High attention to details and ability to articulate complex concepts
- Ability to handle demanding and difficult customers and their expectations
- Taking ownership of the your time with the team and making a difference
Must-haves:
- BS (MS preferred) in Information Technology, Computer Science or related
- Hands on experience with various Operating Systems
- Deep academic knowledge or hands on experience of
- Databases
- Statistics Concepts & Data Modeling
- Network Communication
- Web Servers (IIS)
- Authentication Protocols
- Encryption (HTTPS) and Network Security
- Programming/Scripting (Python, R, Pig, Shell etc)
About the TIBCO Analytics Support team:
The TIBCO Analytics Support team is a critical group in the TIBCO Global Support Organization. We provide world-class Support services globally to assist customers and partners successfully implement and use TIBCO Analytics products. We strive to achieve the highest level of customer satisfaction by providing knowledgeable, experienced support engineers, 24 hours a day and focus on continuous process improvement.
About the TIBCO Data Science Workbench (Statistica):
https://www.tibco.com/resources/datasheet/tibco-statistica-enterprise