Product Support Engineer—Triage (NAM)

1 Month ago • 3-4 Years • Product Management

Job Summary

Job Description

Boomi is seeking a Product Support Engineer to join their Global Customer Support team. The role involves providing exceptional customer engagement through virtual meetings, chat, and email, managing expectations, setting priorities, and resolving technical issues related to Boomi's products. Responsibilities include acknowledging customer concerns, analyzing information, asking clarifying questions, and utilizing technical knowledge to find solutions or escalate for deeper investigation. The engineer will collaborate with Product and Engineering teams to provide customer feedback for feature development. The ideal candidate should have 3-4 years of work experience with 1-2 years of customer-facing experience, be able to explain technical details clearly to diverse audiences, possess basic knowledge of programming/scripting languages (Java, React, Groovy, Java Script), Windows/Linux OS, and cloud-based software applications. Patience, empathy, passion for problem-solving, and continuous learning are essential.
Must have:
  • 3-4 years work experience
  • 1-2 years customer-facing experience
  • Explain technical details to all audiences
  • Basic programming/scripting knowledge (Java, React, Groovy, Java Script)
  • Basic Windows and Linux OS knowledge
  • Basic cloud software application knowledge
  • Patience, empathy, compassion
  • Passion for problem-solving
Good to have:
  • Boomi platform certifications/knowledge
  • Windows and Linux OS experience
  • Cloud software application experience
  • Analyze error logs (Java, Windows, Linux)
  • Read/write multiple programming/scripting languages
  • Advanced performance tuning
  • AWS, Azure, GCP experience
  • Database administration understanding
  • Network fundamentals understanding
  • API design and development
  • Secure data transmission understanding
  • NetSuite, Salesforce, Hadoop, Linux sysadmin
  • Postman and OAuth 2.0 knowledge
  • IT Consultant or Software Developer experience

Job Details

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.

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: 5:30pm - 2:30am IST (Monday - Friday); hours & day 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

  • 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

 

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

 

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.  

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries. 

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About The Company

At Boomi, we believe in accountability and transparency, and proudly enable innovation. When you work at Boomi, you can be your true, authentic self in our unique, independent culture. Be boldWe take ownership of our work and results, continuously improve, exceed expectations, stay curious, and create for the future while learning from the past. Be youWe build authentic relationships, lead with integrity, and bring our whole selves to our work and interactions with customers, partners, and communities.

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