Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
Job Summary:
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.
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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:
- Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team
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- 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
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- Acknowledge customer’s concerns, empathizing and analyzing the information they’ve provided, and asking questions that refine your initial analysis
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- Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration is necessary
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- Collaborate with Product and Engineering teams providing customer feedback to help identify new features and functions.
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*Work hours: 10am - 7pm ET, 7:30pm - 4:30am IST (Monday - Friday); on-call rotations; hours flexibility; remote
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The experience you bring:
- 1-2 years customer facing experience
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- Ability to explain technical details to both technical and non-technical audiences
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- Basic knowledge of programming and scripting languages, such as Java, React, Groovy, Java Script
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- Basic knowledge of Windows and Linux OS
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- Basic knowledge of cloud-based software applications, (including installation, administration, and troubleshooting)
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- Able to show patience, empathy, and compassion
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- Passion for problem solving, continuous learning, and staying up to date on new technology and trends
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- Ability to work an on-call rotation
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Bonus points if you have:
- Boomi platform certifications and/or knowledge
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- Windows and Linux OS experience
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- Cloud-based software application experience, including installation, administration, and troubleshooting
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- Ability to analyze error logs for Java programs, Windows OS, Linux OS
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- Ability to read, write, and interpret multiple programming and scripting languages, such as Java, React, Groovy, Java Script
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- Advanced knowledge of performance tuning techniques and tools
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- Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform (GCP)
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- Understanding of database administration
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- Understanding of network fundamentals, including network trace analysis
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- API design and development experience
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- Thorough understanding of how data is transmitted securely across the network
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- NetSuite, Salesforce, Hadoop, Linux system administration
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- Knowledge of Postman and OAuth 2.0
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- IT Consultant or Software Developer experience
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