Lead Escalation Engineer

Cloud Software Group; France; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

Join a leading cloud solution provider as a Lead Escalation Engineer, where you'll bridge customer needs and engineering excellence. Use your technical expertise and customer-focused mindset to drive product improvements and resolve complex issues. You'll play a key role in enhancing our MDM software, engaging directly with customers and internal teams.

Qualifications

• Solid knowledge of TIBCO EBX required.
• Experience debugging software code is mandatory.
• Ability to set up customer environments.

Responsabilités

• Analyze customer logs and set up environments.
• Coordinate with engineering on escalations.
• Suggest enhancements for the product and documentation.

Connaissances

TIBCO EBX

Debugging

Problem Solving

Customer Orientation

Coordination

Formation

Master’s degree

Engineering degree

PhD

Outils

Java EE

Containers

Description du poste

As a Lead Escalation Engineer, you will be working on our MDM software called EBX, and be the link between our customers, product team support, and the engineers.

What You’ll do:
- Analyzing customer logs
- Setting up customer environments to reproduce their conditions
- Provides an initial analysis and answer to the support team
- Forward escalation to the engineering team
- Help engineering team in triaging escalations received from support
- Coordinating meetings with other engineers to address complex issues
- May assist the L1 team in calls with customers
- Suggesting enhancements on the product, and as well on the product documentation
- Sharing best practices

Who You Are:
- Solid knowledge of TIBCO EBX
- Ability to debug software code
- Ability to build environments which permits to reproduce customer environments (experience with containers, Java EE, and EBX are mandatory)
- Customer orientation focus
- Good experience on problems solving
- Strong capacity to interact with peers and coordinate internal work force

Education

Master’s degree, Engineering degree, PhD, higher education or experience in engineering, computer science or another technical field.

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at [e-mail] for assistance.