Product Support Engineer

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.

How You'll Make an Impact

As a Boomi Product Support Engineer, you are a Boomi ambassador providing our customers with excellent support, empowering their success, and optimizing their Boomi platform. As an enthusiastic troubleshooter, you excel at uncovering root causes and providing precise, timely technical solutions to address challenges encompassing the entire Boomi solution. Your expertise ensures that issues are resolved efficiently, making a significant impact on our success. You are Boomi!

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, empathize and analyze the information they've provided, ask questions that refine your initial analysis, own cases from start to finish.
• 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.

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.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Java
• Cloud Computing
• Networking
• Linux OS
• Windows OS
• API Integration
• Problem Solving