Product Support Engineer—Triage (BIS)

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. Youre able to quickly understand customer challenges identify the root cause and find creative solutions to technical problems. A skilled communicator youre 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.}

Youre 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 youll do:

• Provide exceptional engagement for our customers 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 theyve 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: 9:30 am - 6:30 pm 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

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