Senior Software Engineer

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