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