Support Engineer

Job Description

WebFOCUS Technical Support Engineer

Company: Cloud Software Group
Business Unit: ibi (formerly Information Builders)
Location: Remote – India
Reporting To: Support Manager

About the Company

ibi, a business unit of Cloud Software Group, is a global leader in data and analytics solutions. Our platform enables organizations to make informed, data-driven decisions that positively impact millions of lives worldwide. We are committed to innovation, customer success, and delivering industry-leading cloud solutions.

Cloud Software Group serves more than 100 million users globally and empowers employees to innovate, collaborate, and shape the future of work.

Job Summary

We are looking for a skilled and customer-focused WebFOCUS Technical Support Engineer to provide high-level technical support for ibi’s WebFOCUS product and related solutions. The role involves troubleshooting complex technical issues, supporting enterprise-level web/cloud environments, and ensuring exceptional customer satisfaction.

The ideal candidate should possess strong analytical and debugging skills, experience with multiple operating systems, and exposure to Java or .NET technologies in enterprise environments.

Key Responsibilities
Customer Support & Satisfaction
Provide advanced post-sales technical support for WebFOCUS and related solutions.
Troubleshoot and resolve complex customer issues efficiently and professionally.
Maintain high customer satisfaction and responsiveness standards.
Respond to customer queries accurately and courteously.
Technical Troubleshooting
Diagnose and resolve application deployment, debugging, and platform-related issues.
Utilize advanced debugging and troubleshooting tools for in-depth problem analysis.
Manage escalated and critical support cases effectively.
Develop technical expertise in WebFOCUS and associated products.
Collaboration & Knowledge Sharing
Collaborate with internal teams to resolve customer concerns.
Share technical knowledge and best practices with peers.
Contribute to internal knowledge bases by documenting solutions and troubleshooting procedures.
Support team objectives and departmental goals.
Required Qualifications
Experience
Minimum 1 year of recent experience in a customer-facing technical support role involving WebFOCUS.
Bachelor’s degree in Computer Science or equivalent practical experience.
Experience working with two or more operating systems.
Exposure to Java or .NET in enterprise/web-based environments.
Ability to work flexible schedules supporting global customers.
Technical Skills
Strong troubleshooting, analytical, and debugging skills.
Understanding of enterprise web/cloud application environments.
Experience with deployment and diagnostic tools.
Knowledge of database/platform access concepts is preferred.
Soft Skills
Excellent written and verbal communication skills in English.
Strong customer service and active listening abilities.
Effective time management and multitasking capabilities.
Ability to work collaboratively in a team environment.
Quick learner with strong problem-solving aptitude.
Why Join Cloud Software Group?
Work with one of the world’s leading cloud software providers.
Opportunity to support globally recognized enterprise solutions.
Collaborative and innovation-driven work culture.
Remote work flexibility within India.
Continuous learning and career growth opportunities.
Equal Opportunity Employer

Cloud Software Group is committed to providing equal employment opportunities to all qualified applicants without discrimination based on race, gender, religion, disability, veteran status, age, sexual orientation, or any other protected characteristic.

For accommodation requests during the application process, candidates may contact:
AskHR@cloud.com