Senior Support Engineer

Cloud Software Group • Full-time • Bangalore, India - Home Office • 1d ago

A business unit of Cloud Software Group, ibi is a global leader in data and analytics. Our software platform, including our flagship WebFOCUS product, empowers organizations to transform industries and make informed, data-driven decisions. We are looking for a Senior Technical Support Engineer who is a proven subject matter expert, capable of handling complex escalations and driving resolutions.

This is a remote position located in India.

The Role

As a Senior Technical Support Engineer, you will serve as an escalation point and subject matter expert, providing advanced technical support for ibi's WebFOCUS product and related solutions. You will be responsible for resolving complex, non-routine technical issues that require deep product knowledge and advanced debugging skills. You will drive cases to resolution, collaborate directly with Engineering, and mentor L1/L2 team members, ensuring high customer satisfaction.

Reports to: Support Manager

Key Responsibilities

Advanced Customer Resolution and Communication

Serve as an escalation point for complex technical issues, providing effective and timely resolution to high-priority cases.

Master advanced diagnostic and problem-determination techniques related to WebFOCUS deployment, performance, and integrations in on-prem/cloud/hybrid environments.

Lead technical communication with customers during critical situations, translating complex technical information into clear, actionable steps.

Maintain ownership of escalated issues through to resolution, including reproducible defect reporting and liaison with the Engineering/Development team.

Technical Leadership and Knowledge Development

Contribute significantly to the internal and external knowledge base by creating and validating technical articles, best practices, and troubleshooting guides for new and complex WebFOCUS features.

Mentor and cross-train L1/L2 team members on advanced troubleshooting methods and deep product functionality, specifically for WebFOCUS.

Proactively identify and recommend improvements to the WebFOCUS product, documentation, and support processes based on recurrent issues.

Solving Complex Customer Problems

Provide expert-level technical support encompassing application deployment, database connectivity, performance tuning, and debugging in multi-OS and virtualized environments.

Utilize advanced debugging tools and analyze trace logs, dumps, and system metrics to pinpoint root causes in complex customer setups.

Stay current with the latest WebFOCUS offerings, architecture, and best practices.

Essential Qualifications and Skills

Required Experience and Technical Depth

Minimum of 18 months of recent, dedicated experience providing L1/L2 technical support for the WebFOCUS product.

Demonstrated advanced expertise (L2 proficiency) in WebFOCUS configuration, administration, and troubleshooting.

Proven experience with SQL and database connectivity/access issues (e.g., Oracle, SQL Server) as they relate to WebFOCUS.

Strong working knowledge of web application servers (e.g., Apache Tomcat, WebSphere, WebLogic) and their interaction with Java/J2EE and .NET environments.

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

This is a remote position located in India.

Required Skills

Exceptional analytical and root cause analysis skills for complex, intermittent technical issues.

Proven ability to prioritize and manage a high-volume queue of escalated cases under minimal supervision.

Strong leadership and mentoring presence with the ability to clearly articulate complex concepts to peers and juniors.

Excellent written and verbal communication skills in English, with a focus on professional and empathetic customer-facing communication during critical escalations.

Strong time management and organizational skills to meet aggressive resolution targets (SLA).

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.