Software Support Principal Engineer

Summary

Join Boomi as a Software Support Principal Engineer and deliver world-class technical support to customers through various channels. This remote position requires troubleshooting complex integration issues, prioritizing customer cases, and collaborating with cross-functional teams. You will analyze error logs, stay updated on Boomi features, mentor junior engineers, and create technical documentation. The role demands strong problem-solving, communication, and technical expertise in cloud platforms and software applications. The compensation range is $132,000 - $156,000 annually, plus bonus, and the position offers a remote-friendly work environment.

Requirements

• 5+ years of customer-facing technical support experience, troubleshooting complex software issues in a cloud-based environment
• Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently
• Hands-on experience with cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
• Expertise in troubleshooting software applications running on both Linux and Windows operating systems
• Understanding of JVMs (Java Virtual Machines) and performance tuning techniques
• Solid grasp of networking fundamentals, including firewalls, load balancers, TLS, HTTP/S, SSL, TCP/IP, and S/FTP
• Programming and scripting experience with Java, JavaScript, React, or Groovy
• Experience in API design, development, and troubleshooting
• Ability to analyze and interpret error logs, stack traces, and system diagnostics to identify root causes
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Customer-focused mindset, with the ability to empathize, communicate effectively, and manage expectations
• Detail-oriented, self-motivated, and capable of working in a fast-paced environment
• Experience in creating and maintaining knowledge assets and developing training materials to support customers and internal teams
• Able to work a schedule of 9:00am-5:00pm EST M-F, and participate in an on-call rotation when required (1 week duration every 2-3 months)

Responsibilities

• Deliver world-class technical support to Boomi customers via multiple channels (chat, phone, email, and Boomi’s Support Portal)
• Diagnose and troubleshoot complex integration issues, helping customers maximize the value of Boomi’s iPaaS solutions
• Manage and prioritize customer cases while setting clear expectations and ensuring timely resolution of issues
• Collaborate with Product Support, Customer Engineering, Customer Success, and Business Operations Teams to escalate and resolve technical challenges efficiently
• Communicate complex technical topics effectively to both technical and non-technical audiences
• Analyze and interpret error logs, stack traces, and system diagnostics to identify root causes and recommend solutions
• Stay up to date with new Boomi features, cloud technologies, and industry best practices to continuously enhance support capabilities
• Act as a mentor and technical leader within the support team, helping train junior engineers and refining support processes
• Develop easy-to-understand technical documents, updating our internal knowledge bases, and creating how-to videos and training resources

Preferred Qualifications

• Experience with enterprise applications such as Netsuite, Salesforce, Hadoop, Relational, and NoSQL Databases
• Experience with using technologies such as Kubernetes and Docker for containerization and automation
• Knowledge of OAuth 2.0 authentication standards and experience with Postman or similar API testing tools
• Familiarity with performance tuning techniques for cloud-based applications
• Certifications in cloud platforms (AWS, Azure, GCP) or related technologies

Benefits

• The base compensation for this position in the US ranges between $132,000 - $156,000 annually + applicable bonus
• This position is remote-friendly