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.
About you - experience, education, skills, and accomplishments
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
Java 8+ and Spring framework
HTML and JavaScript
Angular and JSPs
It would also be great if you had...
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
What will you be doing in this role?
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 issueswhen 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
About the Team
FoundationIP is an Intellectual Property Management SaaS solution that assist clients in both corporate and law firm settings to manage their IP portfolios. We have close to 700 clients spread around the world.The team consists of Software Engineers, QA, DevOps, Product Owners, etc. who are located across the US and India and work with other product services within Clarivate. The team follows standard Agile SDLC methodologies including Scrum and Kanban. The team uses a collaborative culture and works together on projects both internally and outside of FoundationIP within Clarivate.
Hours of Work
This is a full time permanent position
This is a hybrid role working 2-3 days a week in one of our US Clarivate offices, preferably Philadelphia
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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.
