Software Support Engineer

Job Summary:

As a Boomi 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:

• 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: 9am - 5pm PT / 12pm - 8pm ET (Monday - Friday); on-call rotations; hours flexibility; remote

The experience you bring:

• 3 - 4 years work experience with 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

Bonus points if you have:

• 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