Software Support Engineer

^{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: 9:30pm - 5:30am IST / 12pm - 8pm ET (Monday - Friday); on-call rotations; hours flexibility; remote}

^{The experience you bring:}

• ^{3-4 Yrs of experience with relevant experience of 1-2 years into 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}

^{#LI- KG1}