Manager, Product Support Engineering

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Skills you'll use

What you'll do

• Technical Responsibilities
• Debug and troubleshoot incidents with Sonatype products and solutions
• Replicate customer issues
• Assist Product Management in developing and prioritizing enhancement lists
• Summarize, communicate, and escalate customer experiences to management
• Contribute to and maintain the Knowledge Base
• Respond to customer inquiries via support cases, email, chat, and phone
• Management & Leadership Responsibilities
• Provide day-to-day guidance and mentorship to junior support engineers
• Oversee case management workflows to ensure timely, high-quality customer responses

Who can apply

• years experience supporting complex enterprise software solutions
• Familiarity with the Java programming language
• Passion for providing the best support experience possible
• Exceptional communication skills—written and verbal
• Familiarity with Linux command-line tools
• Experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
• Demonstrated ability to mentor, lead, or coordinate the work of others (formal or informal)
• Desired Experience / Skills
• Experience with any of the following will be highly preferred:
• Java-based application troubleshooting and support

About Sonatype

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