Product Support Engineer

The Boomi Global Customer Support team guides our customers to optimize the Boomi platform to achieve their business outcomes. Our global team provides around-the-clock support to ensure our customers' success with the Boomi platform.

As a Boomi Software Support Engineer on our Backlog, you will:

• Provide exceptional engagement as our customer’s initial contact with the Global Customer Support team

• Acknowledge the customer’s concern, empathizing with them, analyzing the information they’ve provided

• Asking questions that refine your initial analysis

• Leverage your technical expertise to ensure timely, accurate solutions

• Determine when deeper technical investigation and collaboration are necessary.

• 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.

• Work closely with our Product and Engineering teams providing customer feedback to help identify new features and functions

• Drive support cases from 9:30a-6:30p IST (Monday - Friday); participate in on-call rotations; have hours flexibility

• Work remotely

As a Boomi Software Support Engineer, you are:

• An enthusiastic troubleshooter with a passion for helping customers in a fast-paced, collaborative environment

• Able to quickly understand the customer’s challenges, identify the root cause, and find creative solutions to technical problems

• A skilled communicator able to clearly share your knowledge and recommendations to a wide audience including those with technical and non-technical backgrounds

• Committed to delivering excellence to our customers, our company, and our colleagues. 

Essential Requirements

• Effective communication and presentation skills with both technical and non-technical 

• Ability to empathize with the customer

• Experience troubleshooting 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

• Cloud-based software application experience, including installation, administration, and troubleshooting

• Ability to analyze error logs for Java programs, Windows OS, Linux OS

• Passion to continue learning

Desired Experience

• 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

• Boomi platform certifications and/or knowledge

• NetSuite, Salesforce, Hadoop, Linux system administration 

• Knowledge of Postman and OAuth 2.0

• IT Consultant or Software Developer experience

• 4 years of work experience