Support Engineer

Summary

Join Sonar as a Support Engineer to contribute to the adoption and integration of Sonar products, providing individualized service to global customers. You will guide customers in implementing and utilizing Sonar solutions, investigating and resolving issues promptly, and representing the customer voice in product discussions. Responsibilities include integrating solutions across development pipelines, driving technical issue resolution, collaborating with sales and consultants, and refining customer feedback to shape product evolution. The ideal candidate possesses software engineering best practices experience, DevOps pipeline expertise, and knowledge of deployment platforms. Excellent communication skills and a team-oriented approach are essential. Sonar offers a dynamic work culture, flexible work policy, and various benefits.

Requirements

• Software engineering best practices, with at least 3-5 years of experience in supporting, or maintaining and delivering high-quality software
• 2+ years experience using or administrating a DevOps pipeline: SCM (e.g. Git, SVN), IDE (e.g. Visual Studio, IntelliJ), CI (e.g. Jenkins Pipelines, Azure DevOps, BitBucket, GitLab). More than acronyms, these are the tools that our customers use and that our products integrate with
• Working knowledge of both local and cloud-based software deployment platforms and technologies, including Linux, Windows, Docker, Kubernetes, AWS, Azure
• Investigation skills to understand problems in their context and the ability to reproduce these scenarios
• Team player, receiving and giving feedback as well as sharing knowledge
• Can-do attitude: challenging status quo, leading and contributing to key improvements and innovations
• Excellent English, verbal/written communication skills

Responsibilities

• Help customers integrate our solutions across their development pipeline. It means helping with the technical integration with developer IDE, ALMs, and Continuous Integration chain; the integration to software lifecycle (SCM, build, test), and the integration to existing business applications (identity provider, database, etc.)
• Drive technical issues to resolution: from the qualification of customer concerns to conducting an in-depth technical investigation and managing customer relationships all along the way
• Collaborate with Sales and Consultants to improve overall customer experience and make sure that our Service offering brings maximum value to our customers
• Work with the rest of the team to listen, challenge, and refine customers feedback to feed discussions with product teams and shape product evolutions
• Have a voice in enhancing the way we work

Benefits

• We have a flexible work policy that includes 3 days in-office and 2 days work-from-home each week for those located near our office locations; some locations such as Dubai, India, Japan and Australia operate fully remotely
• We have a growth mindset. We love learning and believe continuous education is critical to our success. In an ever-changing industry, new skills are necessary, and we're happy to help our team acquire them
• We encourage usage of our robust time-off allocations with 27 PTO days for our employees based out of the Geneva region, plus additional days based on seniority and circumstances
• We contribute 60% of the total cost for your pension; 13.5% to 15.5% of your base salary for savings; 2% for risk
• Generous discretionary Company Growth Bonus, paid annually
• Commuting: Sustainable mobility options, including carpooling and the refund of 60% of the annual transportation subscription