Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
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.
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.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
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 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.
-----------------------------------------------------------------------------------------------------------------------
*Work hours: 1:30 am-10:30 am IST (Monday - Friday); hours flexibility; Hyderabad and 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, 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
------------------------------------
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, 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
----------------------------------------------