Lead Escalation Engineer

Podio ApS; France; À distance; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading cloud solution provider in France is seeking a Lead Escalation Engineer to work closely with customers and the product team. Responsibilities include analyzing logs, setting up environments, and coordinating escalations. Candidates should have solid knowledge of TIBCO EBX and a Master's degree in Engineering or related fields. This position offers the opportunity to contribute to a dynamic cloud environment.

Qualifications

• Proven knowledge of TIBCO EBX.
• Experience with debugging software.
• Ability to set up environments to replicate customer conditions.

Responsabilités

• Analyze customer logs.
• Set up customer environments.
• Provide initial analysis to support team.
• Escalate issues to the engineering team.
• Help engineering team with escalations.
• Coordinate with engineers on complex issues.

Connaissances

TIBCO EBX

Debugging software code

Building environments (containers, Java EE)

Customer orientation

Problem-solving

Team coordination

Formation

Master’s degree in Engineering or Computer Science

Description du poste

Overview

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.

Responsibilities

• 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
• Sugesting enhancements on the product, and as well on the product documentation
• Sharing best practices

Qualifications

• 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.

EEO

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.