Product Support Engineer—Triage

As a Boomi Product 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.

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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.

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What you’ll do:

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• ##### 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.

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*Work hours: 5:30 pm - 2:30 am IST (Monday - Friday); hours flexibility; Hyderabad\hybrid

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The experience you bring:

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• ##### 3 - 4 years work experience with 1 - 2 years 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

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Bonus points if you have:

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• ##### 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