Position: Principal Technical Support Engineer
Location: Redwood City, CA
Department: Support
Job Id: 5824
# of openings: 1

Job Description

As a prestigious member of the tier 3 global support team, this highly qualified, motivated, and experienced individual provides technical support to customers and field engineers who are diagnosing, troubleshooting, repairing and debugging complex, computer systems, complex software, or networked systems. Responds to situations where first and second-line product support has failed to isolate or fix problems in malfunctioning software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature. Debugs issues in core and custom Tumbleweed Engineering developed code. Provides a high level of customer/account management and interacts with both technical people and high level management both on the customers side and internally. Works closely with other tier 3 support resources and development engineering to reproduce, debug and resolve issues.

Essential Job Responsibilities

• Engineering expert providing direct support to reproduce and debug problems in Tumbleweed product and customer owned code
• Provide support for Tumbleweed client and server APIs, on UNIX and Windows.
• Research solutions, troubleshoot and resolve complex problems
• Contribute to the Knowledge Base and the Frequently Asked Questions list
• Follow up with customer to ensure a timely resolution.
• Set customer expectations appropriately and accurately.
• Ensure issues maintain traction and forward progress towards resolution
• Ensure that frequent status updates are provided to customers and other key internal stake holders
• Handle escalated issues requiring a high level of technical ability and account management
• Requires "at desk & on site" duties in our Redwood City CA office.
• Available for after hours on-call rotation and occasional unscheduled off hours escalations
• Occasional travel potential (less than 5%)
• Follows case management processes as documented in the Tumbleweed Global Support Engineering guide

Position Qualifications

• Detailed knowledge of server-side programming, using Java, C, and C++, on Windows and UNIX
• Detailed knowledge of FTP, HTTP, and SSL protocols
• Experience with network programming, including socket programming on UNIX or Windows
• Experience with JSP
• Experience with an IDE, such as Eclipse
• Experience with SQL databases
• Multithreaded programming experience is desirable
• Excellent problem solving/analytical skills
• Excellent oral and written communications skills

Educational Requirements

• Minimum requirements include MS in Computer Science or equivalent

Minimum Experience

• 2 years of experience in C/C++ on Unix or Windows
• 4 years of experience in Java
• 6+ years of IT or enterprise software support industry experience

Tumbleweed is an equal opportunity employer