Support Engineer

Cloud Software Group • Full-time • Pune, India - Home Office • 15h ago

A business unit of Cloud Software Group, ibi (formerly Information Builders) is a global leader in data and analytics. Our software platform empowers organizations to transform industries and make informed, data-driven decisions that impact millions of lives every day. We are committed to identifying the best solutions for our clients and providing award-winning customer service. We are looking for a dynamic professional to join our team and contribute to our future growth.

This is a remote position located in India.

The Role

You will be a key player in providing high-level technical support for ibi's WebFOCUS product and related solutions to our global customers. The emphasis of this position is on rapidly and accurately resolving customer questions and complex technical problems related to application deployment, debugging, and advanced problem determination. You will also be encouraged to collaborate within your team to promote continuous knowledge development and maintain a high standard of service excellence. This role requires a high-level troubleshooter with strong expertise across multiple operating systems, platform database access, and a focus on enterprise-level web/cloud environments.

Reports to: Support Manager

Key Responsibilities

Building and Maintaining High Levels of Customer Satisfaction

Meet and exceed customer satisfaction and responsiveness goals.

Provide high-level technical support, primarily post-sales, focusing on complex issues.

Resolve customer issues in a timely and professional manner.

Answer customer questions quickly, efficiently, and courteously.

Collaboration and Teamwork

Serve as a knowledgeable resource for your team by rapidly developing and sharing technical expertise across the ibi suite of products, with a focus on WebFOCUS.

Support peers in responding to customer case problems and questions.

Strive to have a maximum impact on the team’s departmental goals and objectives.

Solving Complex Customer Problems

Create valuable technical content by documenting solutions provided to customers in the knowledge base.

Manage critical support issues and participate in the handling of escalations.

Acquire deep technical knowledge of our products, especially WebFOCUS, through internal training and self-learning to address intricate customer issues.

Effectively use and learn advanced debugging tools to provide in-depth solutions to customer queries.

Essential Qualifications and Skills

Required Experience

Minimum of 12 months of recent experience in a customer-facing technical support role for the WebFOCUS product.

College degree (preferably in Computer Science) or equivalent practical experience.

Proven experience working with two or more operating systems.

Experience with Java or .NET in a web or enterprise environment.

Willingness to work a flexible schedule as needed to support global operations.

Required Skills

Strong analytical, debugging, and diagnostic skills for troubleshooting complex software and deployment issues.

Strong interpersonal and time management skills.

Strong customer service and active listening skills.

Excellent written and verbal communication skills in English for effective customer and internal interaction.

Willingness to interact and participate within a team environment.

Ability to multitask and prioritize tasks effectively under pressure.

Ability to address and resolve technical problems and questions.

Aptitude to learn and acquire knowledge in new product areas and apply it effectively to solve problems.

About Us:

Cloud Software Group is 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 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 AskHR@cloud.com for assistance.