About This Team:

We are looking for a candidate to fill a senior position in the Support team for Jaspersoft product suite. It is a global and well-established team, with members from diverse backgrounds and different experience levels.
This role requires a lot of focus on problem solving and innovative thinking.Identifying solutions by understanding the problem requires a great 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.

Job Description/Responsibilities:

• Provide technical support for Jaspersoft products for our enterprise customers during the PST business hours, with a Salesforce-based ticketing system as the primary communication platform
• Provide phone/email/Webex consultation to debug customer problems of medium and high complexity
• Escalate cases to the Support management and/or the Engineering team to create workarounds for potential problems/defects reported by the customer
• Manage the defects/enhancements reported by the customer to get them prioritized and addressed appropriately
• Collaborate with Account Executives, Customer Success team, Engineering and other stakeholders to address customer escalations
• Become a subject matter expert is select technical areas related to Jaspersoft product suite
• Take escalations from junior members in the team (IC2 - Support Engineer and IC1 - Associate Support Engineer) and help resolve the problem while sharing knowledge and troubleshooting techniques
• Mentor the Support Engineer (IC2) and Associate Support Engineer (IC1) for technical help on product-related issues
• Contribute towards and/or lead internal projects and initiatives
• Create and maintain Knowledge Base articles (FAQ/solutions) for the issues that have repeated value
• Identify the technical expertise needed to support the product and help to improve the technical expertise in the team
• Identify the hardware/software needed for the team to better support our customers

Required Experience/Skills:

• Bachelor's/Master's degree in Computer Engineering, Computer Science, or equivalent (BE/ME/MCA) with 8-10 years of relevant IT experience
• Strong knowledge of programming languages (JAVA/Javascript) and debugging skills
• Excellent understanding of Unix and Windows operating systems and ability to simulate / debug problems on these
• Experience managing/working with complex enterprise software deployments
• Strong knowledge of several of these technologies: XML/XPATH, Web services, web development, app/web servers, networking, TCP/IP, HTTP, REST
• Strong knowledge of databases (Oracle /SQL server / DB2) and proficient in writing / analyzing SQL queries
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Strong customer-oriented attitude
• Proven capability to own, drive and take responsibility

Optional Experience/Skills:

• Jaspersoft product suite knowledge and experience
• Experience managing/working with enterprise software cloud deployments (AWS, Azure etc.)
• JAVA / Database certification
• Knowledge of different Authentication/Authorization mechanisms e.g. Basic, OAuth, Kerberos etc.
• Knowledge of Cloud technologies and different services e.g. AWS, Docker, RedShift etc.
• TLS/SSL concepts and its working mechanism
• Process management, memory management , performance tuning, application scaling

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now 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 diverse lived experiences, 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 at (800) 424-8749 or email us at for assistance.