The role of Senior Support Engineer is a highly technical and specialized role which involves providing remote support to our worldwide HCLSoftware customers for the HCL Digital Experience products. We are looking for critical thinkers and self-directed individuals who enjoy analyzing, troubleshooting, and resolving technical problems.
Required Education, Experience, Skills
* Motivation to continually learn, experiment, improve, and share knowledge with others
* Experience demonstrating strong analytical and technical troubleshooting skills on complex problems to support internal or external customers
* Strong written and verbal communication skills in English and either Portuguese or Spanish
* Experience working with new cloud technology (Kubernetes and its service offering on various cloud platforms)
* Work Location: Remote
Preferred Skills
* Experience in middleware
* Basic knowledge of LINUX/ UNIX operating system
* Basic knowledge of reading network traces
* Basic knowledge of troubleshooting java thread dumps
* Basic/Intermediate knowledge of LDAP, J2EE stack
* Basic/Intermediate knowledge of Docker
* Intermediate knowledge of XML, JSON, REST API's
* Intermediate knowledge of Kubernetes on EKS, AKS, GKE
* Intermediate knowledge of java programming
* Intermediate knowledge of HTML, CSS, one or more JavaScript frameworks
* Prior experience with WebSphere Application Server and or HCL Digital Experience products is a plus
* Prior experience with enterprise database such as DB2, Oracle, MSSQL is a plus
* Knowledge of one or more scripting languages is a plus
* Strong written and verbal communication skills in both Spanish and Portuguese is a plus
Job Responsibilities
* Provide remote enterprise technical support for our web-based software products used by multiple fortune 500 companies worldwide
* Primarily focus on Americas-based customers including providing translation assistance when needed for customers in Latin America
* Manage customer-reported problems based on severity and impact
* Diagnose complex technical problems and create test scenarios on a wide variety of platforms
* Identify potential product defects
* Deliver accurate solutions in a timely and effective manner
* Create technical documentation and videos for internal and external consumption to improve overall product documentation and self-help experiences
* Work effectively within a team environment and foster good relationships with cross functional teams to help customers achieve their goals with HCLSoftware
* Grow to become a Subject Matter Expert in HCLSoftware products and related technologies to help drive product improvements and mentor other engineers
* Participate as part of an on-call rotation during the weekend (once every 2 months) to cover any 24x7 activity for critical customer situations
* Potential travel (0 - 5%) to customer onsite location to accelerate troubleshooting progress