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Lead Technical Support Specialist

2 months ago

San Francisco, California, United States TIBCO Full time
Job OverviewPosition Summary

Are you passionate about providing exceptional support in a dynamic environment? If so, we invite you to explore this opportunity. As we refocus our efforts on our SaaS offerings, we are looking for a dedicated professional to join our team. This position is integral to our mission of delivering outstanding service and support to our clients.

As a Lead Technical Support Specialist, your primary responsibility will be to conduct thorough problem analysis of our products and their integration within client systems. You will utilize your troubleshooting expertise and technical acumen to identify, analyze, and resolve complex technical challenges while effectively managing your workload and ensuring high-quality outcomes.

Key Responsibilities:

In this role, you will:
  • Handle advanced customer support inquiries in a fast-paced setting.
  • Guide clients through issues ranging from product education to technical troubleshooting.
  • Provide mentorship to new team members and assist junior staff with assigned projects, while identifying potential challenges.
  • Assess customer needs and offer recommendations based on best practices and optimal configurations. Proactively address retention strategies based on client circumstances and manage potential escalations.
  • Take initiative in independently addressing product inquiries and delivering moderately complex technical support. Identify and validate potential bugs for reporting.
  • Your performance will be evaluated based on customer satisfaction scores, feedback, Knowledge Center System engagement, adherence to schedules, contributions to team dynamics, and mentorship of new engineers.
  • Documentation: Adhere to departmental protocols for case management and accurately record interaction details in the ticketing system.
  • Knowledge Center System [Validator]: Collaborate with contributors and auditors on KCS assignments. Ensure the integrity of the knowledge base by validating and publishing articles that meet technical accuracy and content guidelines. Additionally, search for and reuse existing content, create new knowledge articles as necessary, and maintain up-to-date information across various platforms.
Your Ideal Qualifications Include:
  • A Bachelor's Degree or equivalent experience is preferred.
  • 4+ years of experience in a support role within the service sector.
  • Proficiency in computing (Mac & PC), networking, and troubleshooting various web browsers, firewalls, and proxy servers.
  • Extensive knowledge of Microsoft Office applications including Outlook, Excel, PowerPoint, and Word.
  • Familiarity with Single Sign-On (SSO) and server administration.
  • Preferred skills include:
    • Ability to configure and troubleshoot Storage Zone Controllers, SSO, and Load balancers with minimal guidance.
    • Strong understanding of Windows Server roles, IIS, Active Directory, DNS, and File Servers.
    • Knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
    • Understanding of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
    • Basic SQL skills to utilize existing queries for data retrieval.
    • Proficiency in workflow automation and troubleshooting complex workflows.
    • Experience with JavaScript, Python, PHP, and API calls.
    • Ability to analyze intricate logs and perform conditional calculations.
    • Experience in creating and utilizing API calls with tools like Postman.
  • Strong expertise in troubleshooting web application issues.
  • Knowledge of Security Certificates.
Your Essential Skills Include:
  • Excellent verbal and written communication abilities.
  • Strong listening skills with the capacity to assess and communicate corrective actions.
  • Proficiency in English is required; bilingual skills are advantageous.
  • Customer-centric approach focused on delivering a world-class experience in a dynamic environment.
  • Ability to de-escalate challenging customer situations.
  • Critical thinking and problem-solving skills in a fast-paced setting while mentoring junior team members.
  • Experience in a data-driven, metrics-oriented environment.
  • A commitment to achieving operational targets that significantly impact departmental success.
  • A keen interest in Software-as-a-Service (SaaS) solutions.
  • A growth mindset with a willingness to support and mentor colleagues.
TIBCO is dedicated to fostering an inclusive workplace and adheres to all applicable laws prohibiting employment discrimination based on various protected classifications.