Software Support Engineer - Triage
Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
Job Description
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: 5:30pm - 2:30am 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
-----------------------------------------------------------------------------------
- Basic knowledge of programming and scripting languages, such as Java, React, Groovy, JavaScript
-----------------------------------------------------------------------------------------------
- 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, 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
----------------------------------------------
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’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: 5:30pm - 2:30am 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
Basic knowledge of programming and scripting languages, such as Java, React, Groovy, JavaScript
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, 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.
