Product Support Engineer—Triage

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.

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 Product 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 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 and functions.

*Work hours: 1:30 AM-10:30 AM IST (Monday - Friday); hours flexibility; Hyderabad / hybrid

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

• Knowledge of programming and scripting languages, such as Java, React, Groovy, JavaScript

• Knowledge of Windows and Linux OS

• Knowledge of cloud-based software applications, (including installation, administration, and troubleshooting)

• Able to show patience, empathy, and compassion for customers and colleagues

• Passion for problem-solving, continuous learning, and staying up to date on new technology and trends

Bonus points if you have:

• Boomi platform certifications and/or knowledge

• Kubernetes and Docker knowledge

• ELT/ETL knowledge

• 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, JavaScript

• 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

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.