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Boomi - Software Support Engineer – Triage Team

Primary Location: Hyderabad, India


Additional Location(s):

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Boomi - Software Support Engineer – Triage Team

Boomi is looking for an enthusiastic individual with a perfect blend of technical acumen and communication skills who is passionate about helping customers.  As a Boomi Software Support Engineer on the Triage Team you enjoy working with customers, troubleshooting issues, and finding creative solutions to complex technical problems. 

Responsibilities

Triage Team members are the catalysts to creating a world class software support experience for Boomi customers.  Working via chat, phone, email, and Boomi’s Support Portal you will engage with our customers to troubleshoot and resolve complex issues with Boomi’s IPaaS solutions while setting the priorities and driving the day to day activities of the Boomi Support Organization.  The ability to work in a fast-paced environment, quickly adapt to changing priorities, and work across organizations are key skills a Software Support Engineer on the Triage Team must possess. 

As a Boomi Software Support Engineer on the Triage Team you will also work closely with other members of the Product Support Organization, Customer Engineering, Customer Success, and with internal Business Operations Teams to prioritize work and drive problem resolution while effectively managing customer expectations.

A Boomi Software Support Engineer on the Triage Team knows that to make our customers wildly successful not only do they need to be an expert Boomi and a wide range of IT concepts, they must also be a teacher, detail oriented, and attentive to customer needs.

As this is a customer facing role, strong communication and presentation skills along with customer empathy is paramount. You will need to be able to manage customer expectations, set priorities, and communicate complex technical issues across a wide audience with technical and non-technical backgrounds.  

The ideal candidate will be a strong troubleshooter, have a passion for helping customers, and comfortable working in a fast-paced environment.  


  • Requirements:
    • Working hours are: Sunday – Thursday 4pm – 1pm Eastern Time 
    • Willingness to work a rotating shift, if needed
    • Strong presentation and communication skills
    • Detail oriented, attentive, and empathetic to customer needs
    • Desire to work with customers daily
    • Ability to excel in a face-paced environment
    • Strong written and verbal communication skills with a focus on being able to summarize and articulate complex technical topics to technical and non-technical audiences
    • Willingness and ability to be on-call
    • A passion to solve customer problems using your refined communication skills to coach and train customers
    • Practical experience installing, administering, and troubleshooting software applications running on the Cloud.  Preferred experience with Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
    • Knowledge of and practical experience working with software applications running on Linux and Windows
    • Fundamental understanding of JVMs 
    • Practical understanding of basic networking concepts and protocols such as Firewalls, Load Balancers, TLS, HTTP/S, SSL, TCP/IP, S/FTP
    • Preferred experience with programming and scripting languages
      • Java, Java Script, React, Groovy
    • Preferred experience administrating
      • Netsuite, Salesforce, Hadoop, Relational and NoSQL Databases
    • Preferred experience with Orchestration and Containerization 
      • Kubernetes, Docker

Desirable Requirements:

  • Bachelor’s degree in computing engineering or computer science.
  • 4-6 years of validated experience



Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

d to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

"#NJP

Job ID: R086476
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