Senior Technical Support Engineer

Sonatype is the software supply chain management company. We're on a mission to change how the world innovates by making software development easier. From running the world's largest repository of Java open-source components (Maven Central) to inventing componentized software development and then software supply chain management to creating the only solution that stops malicious open-source malware in its tracks, we're constantly leading the industry while helping thousands of customers manage open source every day.

Already used by 15 million developers, we have lofty goals for our technology to be in the hands of every engineering team. And we need you to do that. Join us!

Learn more at www.sonatype.com.

At Sonatype we take a different approach to product support. Our worldwide team consists of talented technical contributors who see product support as an engineering challenge. We write code which lets us quickly replicate customer environments, analyze data from customer systems to pinpoint problems, replicate issues from recorded activity, and more. Our team members work directly with development teams, sales, and customer success to ensure the best possible customer experience. There are lots of interesting technical challenges to solve every day, and many opportunities to learn new skills and technologies. Does this sound interesting? Great, we’re hiring now!

In this role you will provide advanced product support to customers dealing with complex issues surrounding the use of Sonatype products and solutions and the many environments they run in. Our Senior Technical Support Engineers have a long-term career path that enables them to grow into Principal Engineer and Support Manager roles.

What You'll Do

• Debug, and troubleshoot incidents with Sonatype products and solutions
• Reproduce defects and file actionable issues for product engineering Replicate customer deployment environments for testing (docker, AWS, Azure, Kubernetes, and more)
• Mentor less experienced support engineers. Represent Technical Support and customer interests in Engineering and Product Management discussions
• Assist product management in developing and prioritizing enhancement lists. Summarize, communicate, and escalate customer experiences to management. Contribute to and maintain our Knowledge Base
• Contribute to our diagnostic tools and utilities, and create new ones
• Respond to customer inquiries via support cases, email, chat, and phone

Who You Are

• 5+ years experience supporting complex enterprise software solutions
• Ability to read and understand Java code.
• Experience with testing and/or development of Java based web applications.
• Experience with SQL databases (PostgreSQL is a plus)
• Good Linux command line skills
• Experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
• Experience with scripting languages (Python, Bash, Groovy, etc.)
• Exceptional communication skills - written and verbal
• Experience with 1 or more application servers (e.g. Tomcat, Apache, IIS, NGINX etc.)

Preferred NOT Required

• SCM and CI/CD and associated tools (Jenkins, Bamboo, etc.)
• Debugging certificate-based mutual TLS and SSL authentication
• Experience analyzing network traces using tools such as wireshark or tcpdump
• Component management build tools (Ant, Maven, npm, NuGet etc.)Container technologies (Docker, Kubernetes, etc.)SQL and databases (H2 and Postgres in particular)Sonatype, jFrog, Snyk, Whitesource or similar products
• Software development (JAVA in particular)LDAP and SAMLDeployment/Configuration of Cloud platforms such AWS, Azure and GCP

Things We're Proud Of

• 2023 Fast Company Best Places for Innovators
• 2023 Leader in Forrester-Wave for Software Compensation Analysis
• 2023 Gartner's Magic Quadrant
• 2023 Software Report's Top 100 Software Companies
• 2023 BuiltIn Best Places to Work
• 2022 Frost & Sullivan Technology Innovation Leader Award
• 2022 PeerSpot Silver Peer Award in Software Composition Analysis
• 2022 Tech Ascension Best DevOps Security Solution Award
• 2022 NVCT Cyber Company of the Year
• Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest. 
• Diversity & Inclusion Working Groups
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

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At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

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