The role of Senior Support Engineer is a highly technical and specialized position that involves delivering remote support to worldwide customers for HCL's software products.
Our ideal candidate will be a critical thinker who enjoys analyzing, troubleshooting, and resolving complex technical problems.
* 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
We are looking for individuals who possess the following skills:
Required 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)
Additional desirable skills include:
Desirable 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
In this role, you will be responsible for providing remote enterprise technical support for our web-based software products used by multiple fortune 500 companies worldwide. You will primarily focus on Americas-based customers, including providing translation assistance when needed for customers in Latin America. You will also manage customer-reported problems based on severity and impact, diagnose complex technical problems, 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 HCL, grow to become a Subject Matter Expert in HCL's 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, and potentially travel (0 - 5%) to customer onsite location to accelerate troubleshooting progress.