Software Support Engineer

Summary

Join Boomi's Global Customer Support team as a Software Support Engineer and provide exceptional engagement for customers' initial contact. You will engage with customers through various channels to resolve technical issues, analyze information, and provide timely solutions. Collaborate with Product and Engineering teams to provide customer feedback. This role requires 2+ years of work experience, including 1+ year of technical customer-facing experience, and knowledge of programming and scripting languages, operating systems, and cloud-based applications. Boomi offers a competitive salary, remote work flexibility, and a commitment to diversity and inclusion. The position offers a base compensation between $104,000 and $123,000 annually, plus a bonus. Boomi is committed to fair and equitable compensation practices.

Requirements

• 2+ years work experience with 1+ years technical customer-facing experience
• Ability to explain technical details to both technical and non-technical audiences
• Knowledge of programming and scripting languages, such as Java, React, Groovy, JavaScript
• Knowledge of Windows and Linux OS
• Knowledge of cloud-based software applications like AWS, Azure, GCP (including installation, administration, and troubleshooting)
• Able to show patience, empathy, and compassion for customers and colleagues
• Passion for problem-solving, continuous learning, and staying up to date on new technology and trends

Responsibilities

• Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team
• Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to our products, including configuration and networking
• Acknowledge customers’ concerns, empathize and analyze the information they've provided, ask questions that refine your initial analysis, own cases from start to finish
• Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary
• Collaborate with Product and Engineering teams providing customer feedback to help identify new features and functions

Preferred Qualifications

• Boomi platform certifications and/or knowledge
• Kubernetes and Docker knowledge
• ELT/ETL knowledge
• Ability to analyze error logs for Java programs, Windows OS, Linux OS
• Advanced knowledge of performance-tuning techniques and tools
• Understanding of database administration
• Understanding of network fundamentals, including network trace analysis
• API design and development experience
• Thorough understanding of how data is transmitted securely across the network
• NetSuite, Salesforce, Hadoop, Linux system administration
• Knowledge of Postman and OAuth 2.0
• IT Consultant or Software Developer experience

Benefits

• Remote-friendly
• Base compensation for this position in the US ranges between $104,000 - $123,000 annually + applicable bonus