Product Support Engineer (NAM)

Boomi is a fast-growing company that aims to connect everyone to everything through their intelligent integration and automation platform. The Product Support Engineer will provide excellent support to customers, troubleshoot technical issues, and collaborate with product and engineering teams to enhance the Boomi platform.

Responsibilities:

• 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

Requirements:

• 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
• 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