Senior Software Support Engineer - IP

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 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

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