Java Technical Support Engineer

Summary

Join Sonatype, a leader in software supply chain management, as a Technical Support Engineer. You will debug and troubleshoot incidents, reproduce defects, and represent customer interests in engineering discussions. Responsibilities include assisting product management, contributing to the knowledge base, and responding to customer inquiries. This role requires 3+ years of experience supporting complex enterprise software solutions, Java code reading ability, and experience with REST APIs and SQL databases. Preferred qualifications include experience with SCM/CI/CD tools and container technologies. Sonatype offers a supportive and inclusive work environment with benefits such as parental leave, flexible working practices, and a company wellness week.

Requirements

• 3+ years experience supporting complex enterprise software solutions
• Ability to read and understand Java code
• Experience with Rest APIs
• Experience with testing and/or development of Java based web applications
• Experience with SQL databases (PostgreSQL is a plus)
• Experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
• Experience with scripting languages (Python, Bash, Groovy, etc.)
• Familiarity with Linux command line tools
• Experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
• Exceptional communication skills - written and verbal
• Very good problem solver with experience interacting with internal/external clients on technical challenges

Responsibilities

• Debug, and troubleshoot incidents with Sonatype products and solutions
• Reproduce defects and file actionable issues for product engineering
• Replicate customer deployment environments for testing (docker, AWS, Azure, Kubernetes, and more)
• Represent Technical Support and customer interests in Engineering and Product Management discussions
• Assist product management in developing and prioritizing enhancement lists
• Summarize, communicate, and escalate customer experiences to management
• Contribute to and maintain our Knowledge Base
• Contribute to our diagnostic tools and utilities, and create new ones
• Respond to customer inquiries via support cases, email, chat, and phone

Preferred Qualifications

• SCM and CI/CD and associated tools (Jenkins, Bamboo, etc.)
• Debugging certificate-based mutual TLS and SSL authentication
• Experience analyzing network traces using tools such as wireshark or tcpdump
• Component management build tools (Ant, Maven, npm, NuGet etc.)
• Container technologies (Docker, Kubernetes, etc.)
• SQL and databases (H2 and Postgres in particular)
• Sonatype, jFrog, Snyk, Whitesource or similar products
• Software development (JAVA in particular) LDAP and SAML
• Deployment/Configuration of Cloud platforms such AWS, Azure and GCP

Benefits

• Company Wellness Week - We shut down company operations for a week to enable all employees to pursue personal growth and enjoy a much-needed and deserved rest
• Paid Volunteer Time Off (VTO)
• Parental leave
• Flexible working practices