Software Engineering Manager - Advanced Support Engineering (Hyderabad, India)

We are looking for a passionate and dynamic leader to join Boomi’s engineering team in Hyderabad, India. This Manager of Software Engineering position is a part of the Advanced Support Engineering (ASE) team. The team is uniquely positioned with responsibilities in both customer support as well as in software development.

The team’s first responsibility is to provide level 3 / tier 3 support for Boomi products. The most difficult customer issues are routed to this team and they generally require an engineering team with deep code knowledge and strong problem solving skills.

The ASE team is also a fully functioning software development team. The team routinely works on developing enhancements to our core Boomi products, delivering defect fixes and building support tools.

Role Responsibilities

Personnel Responsibilities:

• Perform HR responsibilities as the first line manager for team members

• Recruit highly talented engineers

• Coach and mentor team members to help identify and achieve career growth opportunities; establish goals and expectations for team members that align with company policies and standards

• Foster an environment that enables the team to thrive and achieve results while maintaining a healthy work-life balance

• Encourage continuous learning within the team

• Develop and implement operational procedures that ensure high internal performance and excellence for the team as well as efficient external partnership with other teams

• Coordinate across global locales and time zones; act as a global leader

• Track and be accountable for operational results in terms of customer satisfaction, expenses, budget and other performance standards/metrics

• Work independently with a moderate level of guidance from senior management

• Work comfortably within a high pressure environment

Technical Responsibilities:

• Coordinate the activities of the software engineering team through the lifecycle of both customer cases and software development efforts

• Guide software changes through design, implementation and testing; lead the team in continuous rollout of feature enhancements, defect fixes, tools and configuration adjustments

• Plan, prioritize, and coordinate development activities with other business functions

• Investigate and resolve complex customer issues; manage customer escalations; advise customers on recommended practices; maintain high customer satisfaction; mitigate the risk of customer churn

• Assist the development team with product management tasks such as collecting input, setting priority, defining requirements and discovering solutions

• Participate in delivery of projects in artificial intelligence, automation, software development and process development

Requirements

All candidates should have each of the following:

• Experience leading an enterprise software engineering team, collaborating across geographically dispersed teams, resolving client issues, managing escalations and ensuring performance against key performance indicators

• Bachelor’s or Master’s degree in Engineering or Computer Science

• 8+ years of experience managing engineering teams, with increasing responsibilities, in an enterprise software company

• Experience working specifically with Java, open source and cloud based technologies

• Experience with mentoring team members in their professional growth

• Experience with agile and lean development practices

• Strong written and verbal communication skills; ability to explain complex technical topics to business stakeholders

• Strong empathy for customers combined with ability to set and manage customer expectations

• Availability to participate in meetings using both video and audio through tools like Zoom

Preferences

An ideal candidate will have the following:

• Experience developing and maintaining large software systems in production, with large customer bases; familiarity with high throughput web applications and backend systems

• Experience with test automation, CI/CD, and DevOps principles as core deliverables

• Knowledge of Agile development methodology

• Knowledge of Linux/Unix environments

• Knowledge of docker and kubernetes

• Knowledge of big data technologies such as Kafka, Hadoop, Spark, Splunk, ElasticSearch, MongoDB

• Experience with development of AI solutions

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