Product Support Engineer - Boomi Cloud API Management

Job Description

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

What you will do:

• Monitor customer API traffic using analytics tools and resolve issues proactively increasing customer satisfaction.

• Troubleshooting customer issues by analysing API calls based on HTTP response codes and trace debugging.

• Troubleshoot installation and upgrade issues for Boomi Local Edition on local Virtual Machines, AWS, Azure and Google Cloud with Dockers, Kubernetes and or OpenShift form factors.

• Troubleshoot system integration and performance issues on servers by checking and analysing system configurations (cron jobs, parameters, cpu consumption etc) via cloud provider admin consoles.

• 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 Boomi products, including configuration and networking

• Acknowledge customers’ concerns, empathise and analyse the information they’ve provided, and ask questions that refine your initial analysis

• Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary

• Collaborate with Product and Engineering teams providing customer feedback to help identify new features, functions and bugs

• Ability to manage customer escalations representing Boomi in front of the customer and working with various internal teams to bring the issue to resolution

• Participate in a 24x7 on call rotation for higher severity and escalated issues

• Continuous improvement and learning - Stay updated on the latest features of the product and new technologies

• Adopt a knowledge worker mindset by creating knowledge articles and videos to supplement product documentation

• Obtain a high level of familiarity with customers APIs and Boomi Cloud API Management (CAM) implementations.

• Analysing system logs to troubleshoot and replicate Boomi platform issues for the customer. Provide clear replication steps to internal organizations for swift resolution.

The experience you bring:

Soft Skills:

• Energetic, with a strong desire to succeed.

• Excellent verbal and written communication skills.

• Outstanding interpersonal and telephone skills.

• Excellent analytical and problem-solving skills.

• Ability to function and thrive in a team environment with an appreciation of aggressive goals

Technical Skills:

• 3-5 years of hands on experience in Product support.

• Experience with one of the cloud technologies (AWS, Azure and Google cloud).

• Must have a good understanding of Docker and Kubernetes platform configuration, troubleshooting and deployment.

• Programming knowledge in one or more of the following languages: Java, JavaScript, Python, Objective-C, SQL, Python.

• Experience with at least one common HTTP web service protocol, including XML-RPC, SOAP and REST a must, and understanding of Application Programming Interfaces.

• Understanding of network proxies, reverse proxies, firewall configuration, Load balancers, DNS management, network routing, TCP/IP, OSI, utilities like ping, traceroute, openssl

• Good understanding of network security concepts and protocols including SSL, TLS, SSH, HTTPS, UDP, concepts of keystore and truststore

• Knowledge of HTML, HTTP, API call protocols and formats and HTTP trace/debugging.

Bonus Points if you have following qualities or experience working with:

• Boomi Platform, GraphQL, Async APIs, MCP

• JIRA, Salesforce, Service Now, Open Search, Postman and Splunk

• Unix/Linux environments with multi-threading applications on multi-core architecture environments.

• Troubleshooting network and connectivity issues among servers (linux, windows etc) by using tools like tcpdump and Wireshark.

Job minimum requirements (i.e. BS/MS degree/number years of experience):

• Bachelor's degree or higher in information technology, computer science or a related field and 2 to 5 years in a technical customer support (Tier 2 or above preferred), professional services, implementation, or applicable customer service role

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Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.