Madding Xu

Senior Lead L3 Support Engineer @Tibco

London, GB

Responsibilities• Level 3 Escalation (AMX Grid Product): Managed critical and complex issues escalated from L2 Support (4 from AMX Grid team and 8 from BPM team). Guided L2 support to collect detailed customer information to narrow down the issue. Replicated scenarios in the support lab when necessary, conducted in-depth research to identify root causes from logs, key information, and dump files. Provided solutions and workarounds to customers to resolve issues and filed JIRA tickets upon confirming bugs.• Fixed Critical Product Issues: Scheduled and conducted Zoom meetings with customers to resolve critical product issues swiftly. Successfully restored 95% of affected production environments within 24 hours.• Meeting Leadership: Led weekly meetings with Support, Engineering, QA, and Management teams to summarize and prioritize critical issues, ensuring prompt and effective resolution. Facilitated cross-departmental collaboration and improved issue resolution efficiency by 85%.• Cross-functional Collaboration: Collaborated closely with Engineering, Product Management, and QA teams to design product specifications, manage customer escalations, fix defects, and deliver hotfixes and engineering builds to customers. Played a key role in improving product quality and customer satisfaction.• Product New Version Release: Listed and tracked critical defects that needed to be fixed in new versions. Updated the status of new versions between support and engineering teams, reviewed and corrected documentation, and notified customers about the release dates of new product versions.• Knowledge Base Management: Reviewed and approved knowledge base articles created by the Support team, ensuring accuracy and relevance. • Mentorship and Training: Mentored and trained less experienced team members, enhancing team capabilities and performance.