Senior Software Engineer

2 semanas atrás

São Paulo, 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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