Entry Level

4 semanas atrás

São Paulo SP, Brasil HCLSoftware Tempo inteiro

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

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