What you will do:
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Monitor customer API traffic using analytics tools and resolve issues proactively increasing customer satisfaction.
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Troubleshooting customer issues by analysing API calls based on HTTP response codes and trace debugging.
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Troubleshoot installation and upgrade issues for Boomi Local Edition on local Virtual Machines, AWS, Azure and Google Cloud with Dockers, Kubernetes and or OpenShift form factors.
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Troubleshoot system integration and performance issues on servers by checking and analysing system configurations (cron jobs, parameters, cpu consumption etc) via cloud provider admin consoles.
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Provide exceptional engagement for our customer s initial contact with the Global Customer Support team
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Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to Boomi products, including configuration and networking
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Acknowledge customers concerns, empathise and analyse the information they ve provided, and ask questions that refine your initial analysis
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Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary
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Collaborate with Product and Engineering teams providing customer feedback to help identify new features, functions and bugs
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Ability to manage customer escalations representing Boomi in front of the customer and working with various internal teams to bring the issue to resolution
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Participate in a 24x7 on call rotation for higher severity and escalated issues
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Continuous improvement and learning - Stay updated on the latest features of the product and new technologies
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Adopt a knowledge worker mindset by creating knowledge articles and videos to supplement product documentation
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Obtain a high level of familiarity with customers APIs and Boomi Cloud API Management (CAM) implementations.
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Analysing system logs to troubleshoot and replicate Boomi platform issues for the customer. Provide clear replication steps to internal organizations for swift resolution.
The experience you bring: Soft Skills:
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Energetic, with a strong desire to succeed.
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Excellent verbal and written communication skills.
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Outstanding interpersonal and telephone skills.
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Excellent analytical and problem-solving skills.
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Ability to function and thrive in a team environment with an appreciation of aggressive goals
Technical Skills:
- 3-5 years of hands on experience in Product support.
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Experience with one of the cloud technologies (AWS, Azure and Google cloud).
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Must have a good understanding of Docker and Kubernetes platform configuration, troubleshooting and deployment.
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Programming knowledge in one or more of the following languages: Java, JavaScript, Python, Objective-C, SQL, Python.
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Experience with at least one common HTTP web service protocol, including XML-RPC, SOAP and REST a must, and understanding of Application Programming Interfaces.
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Understanding of network proxies, reverse proxies, firewall configuration, Load balancers, DNS management, network routing, TCP/IP, OSI, utilities like ping, traceroute, openssl
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Good understanding of network security concepts and protocols including SSL, TLS, SSH, HTTPS, UDP, concepts of keystore and truststore
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Knowledge of HTML, HTTP, API call protocols and formats and HTTP trace/debugging.
Bonus Points if you have following qualities or experience working with:
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Boomi Platform, GraphQL, Async APIs, MCP
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JIRA, Salesforce, Service Now, Open Search, Postman and Splunk
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Unix/Linux environments with multi-threading applications on multi-core architecture environments.
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Troubleshooting network and connectivity issues among servers (linux, windows etc) by using tools like tcpdump and Wireshark.
Job minimum requirements (i.e. BS/MS degree/number years of experience):
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Bachelors degree or higher in information technology, computer science or a related field and 2 to 5 years in a technical customer support (Tier 2 or above preferred), professional services, implementation, or applicable customer service role
