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 othersExperience demonstrating strong analytical and technical troubleshooting skills on complex problems to support internal or external customersStrong written and verbal communication skills in English and either Portuguese or SpanishExperience working with new cloud technology (Kubernetes and its service offering on various cloud platforms)Work Location : RemotePreferred SkillsExperience in middlewareBasic knowledge of LINUX / UNIX operating systemBasic knowledge of reading network tracesBasic knowledge of troubleshooting java thread dumpsBasic / Intermediate knowledge of LDAP, J2EE stackBasic / Intermediate knowledge of DockerIntermediate knowledge of XML, JSON, REST API'sIntermediate knowledge of Kubernetes on EKS, AKS, GKEIntermediate knowledge of java programmingIntermediate knowledge of HTML, CSS, one or more JavaScript frameworksPrior experience with WebSphere Application Server and or HCL Digital Experience products is a plusPrior experience with enterprise database such as DB2, Oracle, MSSQL is a plusKnowledge of one or more scripting languages is a plusStrong written and verbal communication skills in both Spanish and Portuguese is a plusJob ResponsibilitiesProvide remote enterprise technical support for our web-based software products used by multiple fortune 500 companies worldwidePrimarily focus on Americas-based customers including providing translation assistance when needed for customers in Latin AmericaManage customer-reported problems based on severity and impactDiagnose complex technical problems and create test scenarios on a wide variety of platformsIdentify potential product defectsDeliver accurate solutions in a timely and effective mannerCreate technical documentation and videos for internal and external consumption to improve overall product documentation and self-help experiencesWork effectively within a team environment and foster good relationships with cross functional teams to help customers achieve their goals with HCLSoftwareGrow to become a Subject Matter Expert in HCLSoftware products and related technologies to help drive product improvements and mentor other engineersParticipate as part of an on-call rotation during the weekend (once every 2 months) to cover any 24x7 activity for critical customer situationsPotential travel (0 - 5%) to customer onsite location to accelerate troubleshooting progress