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Hitachi Vantara Lumada Software Support

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Location: Bangalore India
Job ID: 1008254HV
Date Posted: Jul 6, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Engineering & Science

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Software Support Engineer - L3 Support

Location: Bengaluru

We are looking to add motivated, talented people that enjoy the challenge of solving technical problems to our Support / Operational Engineering team.

The L3 Support team sits within the Product Support team and provides level-three support for Pentaho's customers. Successful people on this team are skilled with java and like to reverse-engineer our client's implementations to find creative solutions to issues that are raised.

Operational Engineers explain Pentaho's various APIs to customers and colleagues.
This includes providing troubleshooting advice, building mock-ups of customized environments, analyzing logs and stacktraces and reading/verifying/improving documentation for the following:
  • Pentaho Server REST API (automate tasks that are normally performed by a user or administrator interacting with the UI)
  • Authentication and Authorization API (Java application code used to integrate Pentaho with customer authentication/authorization systems)
  • Multi-tenancy API (Java Application code which adds data security that is transparent to the end user)
  • Pentaho Server theme API (CSS and JavaScript to customize the user interface, including adding small UI features, not just cosmetic changes)
  • Kettle Engine API (Java that is 1. embedding the Kettle engine in other Java Applications outside Pentaho Server. Creating plugins for Pentaho Data Integration)
  • Reporting Engine API (this is rare, but an API for embedding Pentaho Reporting in a Java application outside Pentaho Server)

The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety.
  • Be an advocate for our customers
  • Provide product support for installation and configuration of custom modules in the Pentaho Software Suite
  • Provide clear, crisp communication to colleagues in understandable, easy to follow directions
  • Setting proper expectations regarding client issues to ensure there is no ambiguity around solutions / timelines / etc.
  • Document enhancement requests for products
  • Communicating effectively internally with the Pentaho Engineering and Product Management teams to reproduce, resolve and document support cases
  • Maintaining an accurate and complete description of cases managed through Pentaho's case tracking and problem management system.
  • Contributing knowledge on a regular basis to the Pentaho Knowledge Base, FAQs, examples and how-to's for publication for customers and the Pentaho knowledge system.

Required Skills
  • Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, flat file, and big data driven backend system.
  • Hands-on experience with Java applications and core technologies such as:
  • Web development tools: JSP, XML, HTML, JDBC/JNDI
  • Operating Systems: Linux, Windows, Solaris
  • Application servers: Tomcat, JBoss, Websphere, Weblogic
  • Databases: Oracle, MySQL, SQLServer, BigData
  • Client-side technologies: JavaScript
  • Authentication and Authorization: SSO (SAML, CAS, OAUTH, etc), MSAD, Spring Security
  • Excellent analytical, debugging and problem-solving skills
  • Quick Learner
  • Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
  • Ability to interact effectively and empathize with customers
  • Prior experience (5+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
  • B.A. or B.S. Degree from an accredited university (may substitute an Associate's degree plus 4 additional years of experience)

Helpful additions:
  • Fluency in multiple languages (English, French, German, Spanish) a plus
  • Professional technical certifications a plus
  • Experience deploying Business Intelligence (BI) related software and/or building reports within BI related software is a big plus
  • Familiarity with Cloudera, Hadoop & MapReduce technologies, Amazon Web Services & other data housing technologies

Must haves
  • Passion to explore new technologies
  • A sense of urgency when interacting with customers
  • Ability to manage customer expectations
  • Understanding of the importance and value of good communication
  • Ability to work efficiently on multiple active support cases, effectively "switch gears" and manage multiple time-critical tasks
  • Resourcefulness
  • Attention to detail
  • Demonstrates a sense of ownership in all duties assigned
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