Senior Software Support Engineer

About Boomi and What Makes Us Special
Are you ready to work on world-changing technologies? Today, organizations need to move with increased agility and insight to grow and thrive. Boomi is one of the hottest tech companies in the SaaS/Cloud industry, named a leader for eight years in a row in the Gartner Enterprise iPaaS Magic Quadrant, and recently recognized by Inc. Magazine as one of the best workplaces. Our award-winning, patented technology is transforming the world of integration by making enterprise-class integration technology accessible and affordable to companies of all sizes.
Boomi provides the foundation on which businesses can evolve and innovate. We help organizations connect everything and engage everywhere across any channel, device, or platform. More than 18,000 organizations are using Boomi to run better, faster, and smarter.
Working at Boomi means doing what you love. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big. If you are passionate about solving hard problems, enjoy working with world-class people, and developing cutting-edge technology, we want to talk to you.
Job Summary:
As a Boomi Senior Software Support Engineer, you are an enthusiastic troubleshooter with a passion for helping customers in a fast-paced, collaborative environment. You're able to quickly understand customer challenges, identify the root cause, and find creative solutions to technical problems. A skilled communicator, you're able to clearly share your knowledge and recommendations to a wide audience including those with technical and non-technical backgrounds. You are committed to delivering excellence to our customers, our company, and our colleagues.
You're a valued member of the Boomi Global Customer Support team, empowering our customers to optimize the Boomi platform to achieve their business outcomes. Our global team provides around-the-clock support to our customers to ensure their success with the Boomi platform.
What you'll do:

• Manage complex customer issues and share your technical expertise to ensure timely, accurate solutions.
• Acknowledge customer's concerns, empathizing and analyzing the information they've provided, and asking questions that refine your initial analysis
• Engage with our 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.
• Collaborate with our Product and Engineering teams providing customer feedback to help identify new features and functions.

*Work hours: 9am - 5pm PT / 12pm - 8pm ET (Monday - Friday); on-call rotations; hours flexibility; remote
The experience you bring:

• 3-5 years customer-facing experience
• Experience troubleshooting complex technical customer issues
• Ability to read, write, and interpret multiple programming and scripting languages, such as Java, React, Groovy, Java Script
• Windows and Linux OS experience
• Experience working with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform (GCP)
• Understanding of network fundamentals, including network trace analysis and how data is transmitted securely across the network
• Experience with Postman and OAuth 2.0
• Ability to analyze error logs for Java programs, Windows OS, Linux OS
• Cloud-based software application experience, including installation, administration, and troubleshooting
• Experience with API design and development
• Ability to explain technical details to both technical and non-technical audiences
• 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

Bonus points if you have:

• Boomi platform certifications and/or knowledge
• Advanced knowledge of performance tuning techniques and tools
• Understanding of database administration
• NetSuite, Salesforce, Hadoop, Linux system administration
• IT Consultant or Software Developer experience

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At Boomi we show up for each other with empathy, compassion, and purpose because, at Boomi, we win as one--that's why we strive to integrate more diverse voices for a stronger and smarter team.
Boomi is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Boomi are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Boomi will not tolerate discrimination or harassment based on any of these characteristics. Boomi encourages applicants of all ages.
Boomi is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.