Lead Support Engineer

About This Team :

This role will be primarily focused on server related cases which includes application installation and configuration, authentication (such as Kerberos, NTLM, LDAP, and OpenID, among others), deployment and troubleshooting on cloud platforms (such as AWS, Azure, and GCP), HTTPS / SSL certificates, network traffic analysis, and integration with other enterprise applications and devices (such as databases). Practical experience in deploying, managing, and scaling containerized applications using Docker and Kubernetes.

Job Description / Responsibilities :

• Provide phone / web consultation to troubleshoot, debug, and solve customer problems of high complexity, especially related to Server and Authentication issues
• Assists peers in the team as a mentor and a subject matter expert providing guidance, coaching and training in server related areas.
• Responsible for making moderate to significant improvements in support processes, systems or products.
• Work closely with feature teams / product engineering and provide feedback on product features as deemed necessary.
• Responsible for managing major / complex projects in addition to the support role that impacts the overall product experience for customers.
• Provide guidance and assistance to partners and customers with implementation and use of Spotfire and Data Virtualization products.
• Understand the problems reported by customers and reproduce locally in the Support lab
• Accurately and completely document problems, solutions, and defects in the Support call tracking system (Support portal)
• Investigate and provide workarounds as applicable.
• Collaborate with other departments, such as Product Engineering and Field Tech Team as required
• Participate in side-projects aiming at improving usability, supportability and quality of the Spotfire products
• Learn and expand your knowledge of Spotfire and its associated products (mainly Data Virtualization).
• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.
• One of the key responsibilities is to also be available on-call rotation to address customer issues off business hours.
• Hands-on experience with building, optimizing, and managing Docker containers.
• Understanding of Docker networking, volumes, and multi-container applications with Docker Compose.
• Familiarity with Docker Registry, image repositories, and best practices for versioning.
• Practical knowledge of Helm for managing Kubernetes applications.
• Continually learn and expand your knowledge of TIBCO Spotfire and its associated products
• Take escalations from other team members in the team and help resolve the problem
• Participate in side-projects aiming at improving usability, supportability, and quality of the TIBCO Spotfire and associated products (Data Virtualization)
• Take a leadership role to help identify gaps in our Skills Matrix and work towards helping to fill in those gaps in some measurable and meaningful way such as :
• Ensuring Knowledge Transfer sessions takes place
• Identify support engineers that need training in certain areas or who can be trained in certain areas where the team is relatively weak

Day-to-Day Operational Responsibilities

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 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 - or email us at for assistance.