Senior Technical Support Engineer

Sonatype

customer support senior engineer

Posted 4 months ago

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Are you interested in being part of a global Technical Support Engineering team that supports the innovation that drives open source development?  Would you like to have the ability to solve customer issues without navigating multiple levels of internal bureaucracy? Would you like to work directly with product development teams and have a real impact on products used by millions of software engineers?   If so, this role is for you. 

We are searching for another great Senior Technical Support Engineer to support our APAC customers.   While this is a 100% remote role, we are looking for the Engineer to be based in New South Wales Australia.

Our Support Engineers work with support and engineering team members to perform triage, the root cause analysis, debugging and troubleshooting of our product installations which are both cloud-based and on-premise.  You will maintain our knowledge base of best practices, known issues, and solutions. Additionally, you will extend our support infrastructure by crafting and writing diagnostic tools and scripts. And, you will even write some code.

While our Technical Support Engineers come from many different backgrounds, they have previous development and/or quality engineering experience.  They thrive on the challenge of solving a variety of problems at the application, operating system, and network levels. While this is a very challenging role, there is a tremendous amount of satisfaction that comes from learning new tools and technologies. You are not going to get bored in this role!

What we are looking for

  • Strong technical troubleshooting and problem-solving skills.

  • Deep understanding of operating systems (Linux, Windows, OSX, etc.).

  • Knowledge of networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL).

  • Java thread and heap dump analysis ability. 

  • Strong written and oral communication skills.

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