Product Support Engineer

Role Overview: At Boomi, you will play a crucial role in monitoring customer API traffic, troubleshooting issues, and providing exceptional engagement for customers contacting the Global Customer Support team. Your responsibilities will include resolving technical issues related to Boomi products, collaborating with internal teams for issue resolution, participating in on-call rotations, and continuously improving your skills and knowledge. Key Responsibilities: - Monitor customer API traffic using analytics tools and proactively resolve issues to increase customer satisfaction. - Troubleshoot customer issues by analyzing API calls based on HTTP response codes and trace debugging. - Troubleshoot installation and upgrade issues for Boomi Local Edition on various platforms like local Virtual Machines, AWS, Azure, and Google Cloud with Dockers, Kubernetes, and OpenShift. - Analyze system integration and performance issues on servers by checking and analyzing system configurations via cloud provider admin consoles. - Engage with customers through virtual meetings, chat, and email to manage expectations, set priorities, and resolve technical issues related to Boomi products. - Utilize technical knowledge to provide timely and accurate solutions and collaborate with Product and Engineering teams to identify new features and bugs. - Manage customer escalations, represent Boomi in front of customers, and work with internal teams for issue resolution. - Participate in a 24x7 on-call rotation for higher severity and escalated issues. - Stay updated on the latest features of the product and new technologies. - Create knowledge articles and videos to supplement product documentation. - Analyze system logs to troubleshoot and replicate Boomi platform issues for customers. Qualifications Required: Soft Skills: - Energetic, with a strong desire to succeed. - Excellent verbal and written communication skills. - Outstanding interpersonal and telephone skills. - Excellent analytical and problem-solving skills. - Ability to thrive in a team environment with aggressive goals. Technical Skills: - 3-5 years of hands-on experience in Product support. - Experience with cloud technologies like AWS, Azure, and Google Cloud. - Good understanding of Docker and Kubernetes platform configuration, troubleshooting, and deployment. - Programming knowledge in languages like Java, JavaScript, Python, Objective-C, SQL, Python. - Experience with common HTTP web service protocols like XML-RPC, SOAP, and REST. - Understanding of network proxies, firewalls, Load balancers, DNS management, network routing, TCP/IP, OSI, etc. - Knowledge of network security concepts and protocols including SSL, TLS, SSH, HTTPS, UDP. - Familiarity with HTML, HTTP, API call protocols and formats, and HTTP trace/debugging. Bonus Skills: - Boomi Platform, GraphQL, Async APIs, MCP. - JIRA, Salesforce, Service Now, Open Search, Postman, Splunk. - Experience in Unix/Linux environments with multi-threading applications. - Troubleshooting network and connectivity issues among servers using tools like tcpdump and Wireshark. Minimum Requirements: - Bachelor's degree or higher in information technology, computer science, or a related field. - 2 to 5 years of experience in technical customer support or related roles. At Boomi, we value diversity, inclusivity, and authenticity. We are committed to creating an environment where everyone can be their true selves. If you need accommodation during the application or interview process, please reach out to talent@boomi.com. Role Overview: At Boomi, you will play a crucial role in monitoring customer API traffic, troubleshooting issues, and providing exceptional engagement for customers contacting the Global Customer Support team. Your responsibilities will include resolving technical issues related to Boomi products, collaborating with internal teams for issue resolution, participating in on-call rotations, and continuously improving your skills and knowledge. Key Responsibilities: - Monitor customer API traffic using analytics tools and proactively resolve issues to increase customer satisfaction. - Troubleshoot customer issues by analyzing API calls based on HTTP response codes and trace debugging. - Troubleshoot installation and upgrade issues for Boomi Local Edition on various platforms like local Virtual Machines, AWS, Azure, and Google Cloud with Dockers, Kubernetes, and OpenShift. - Analyze system integration and performance issues on servers by checking and analyzing system configurations via cloud provider admin consoles. - Engage with customers through virtual meetings, chat, and email to manage expectations, set priorities, and resolve technical issues related to Boomi products. - Utilize technical knowledge to provide timely and accurate solutions and collaborate with Product and Engineering teams to identify new features and bugs. - Manage customer escalations, represent Boomi in front of customers, and work with in