About the position
We are hiring a Senior Software Support Engineer to join Clarivate! In this role, you will handle the Tier 3 level support for FoundationIP software (and its services), in direct contact with our Software Support level 1-2, Professional Services and DevOps teams, all being based in EMEA, APAC and North America. This is a significant pivotal role between the Software Engineering team and customer-facing teams. It requires great technical and functional skills, organization and the ability to investigate on issues having various possible origins. This role also requires a strong sense of priority and follow-up on the opened issues, especially in a context of critical issues. As a member of the Software Engineering team, the Sr. Software Engineer will also have to study bugs, provide technical recommendations, implement and test fixes and when needed develop hotfixes for critical items. The role also covers the review, design, development and maintenance of several tools for troubleshooting use. In a context of technologies and software evolutions, this key role requires a continuous learning of those technologies.
Responsibilities
- Guidance to troubleshooting methodology
- Provide technical assistance to consultants
- Review, design, develop and maintain tools used to diagnose client's environment
- Develop and release hotfixes (solutions) for critical issues when necessary
- Develop and test fixes to ensure quality delivery of fixed issues
- Analyze bugs, and proposing recommendation for fixes
- Proposing solutions or recommendations for those issues
- Analyze issues raised by our customers through the Software Support, Professional Services and/or DevOps teams
Requirements
- Bachelor's Degree in computer science, software engineering, or a related field or equivalent relevant work experience
- 2+ years of experience working in software engineering or a technical support role
- Work experience with web applications and event driven development
- Work experience with Three-Tiered Solution architecture
- 1+ year of experience with SQL and PL/SQL
- 1+ year of experience with Java 8+ and Spring framework
- 1+ year of experience with HTML and JavaScript
- 1+ year of experience with Angular and JSPs
Nice-to-haves
- Experience working with Angular and JSPs, XML/XSL
- Knowledge of debugging methods
- Familiar with Apache Tomcat
- Familiar with GIT
- Ideally knowledge of Entity Frameworks (such as Hibernate and Spring JPA) and AngularJS
- Experience with Agile methodologies
- Knowledge of JIRA, ideally Atlassian suite
- Experience in Intellectual Property and/or legal industries
