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 utilize technical knowledge for timely solutions. Collaborate with Product and Engineering teams, providing customer feedback to enhance features. This role requires 1-2 years of customer-facing experience, basic knowledge of programming and cloud applications, and strong communication skills. The position offers flexible work hours and on-call rotations. Boomi is committed to fair and equitable compensation and offers a range of benefits.

Requirements

• 1-2 years customer facing experience
• Ability to explain technical details to both technical and non-technical audiences
• Basic knowledge of programming and scripting languages, such as Java, React, Groovy, Java Script
• Basic knowledge of Windows and Linux OS
• Basic knowledge of cloud-based software applications, (including installation, administration, and troubleshooting)
• Able to show patience, empathy, and compassion
• Passion for problem solving, continuous learning, and staying up to date on new technology and trends
• Ability to work an on-call rotation

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 customer’s concerns, empathizing and analyzing the information they’ve provided, and asking questions that refine your initial analysis
• Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration is necessary
• Collaborate with Product and Engineering teams providing customer feedback to help identify new features and functions
• Work hours: 10am - 6pm ET (Monday - Friday); on-call rotations; hours flexibility

Preferred Qualifications

• Boomi platform certifications and/or knowledge
• Windows and Linux OS experience
• Cloud-based software application experience, including installation, administration, and troubleshooting
• Ability to analyze error logs for Java programs, Windows OS, Linux OS
• Ability to read, write, and interpret multiple programming and scripting languages, such as Java, React, Groovy, Java Script
• Advanced knowledge of performance tuning techniques and tools
• Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform (GCP)
• 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

• Base compensation for this position in our corporate headquarters in Conshohocken, PA ranges from $103.000 - $129,000
• This position is remote-friendly