Technical Support Engineer

Sonatype is the software supply chain management company that invented componentized software development and pioneered the software supply chain category. As leaders in the open-source community and the DevSecOps industry, we run the world’s largest repository of Java open-source components—Maven Central.   Our groundbreaking, full-spectrum platform empowers customers to rapidly create, deploy, and maintain innovative software at scale, all while aligning directly to their business needs. Trusted by more than 2,000 organizations—including 70% of the Fortune 100—and over 15 million software developers, Sonatype’s tools and guidance help deliver exceptional, secure software.   From inventing modern artifact management with Nexus Repository to introducing the world’s only solution that halts malicious open-source malware in its tracks, we’re committed to constant innovation. We leverage AI/ML to give our clients, developers, and the industry complete confidence in the quality, automation, and security of their software. Learn more at www.sonatype.com

What you'll do:

• Debug and troubleshoot incidents with Sonatype products and solutions
• Reproduce defects and file actionable issues for product engineering
• Replicate customer deployment environments for testing (docker, AWS, Azure, Kubernetes, and more)
• Represent Technical Support and customer interests in Engineering and Product Management discussions
• Assist product management in developing and prioritizing enhancement lists
• Summarize, communicate, and escalate customer experiences to management
• Contribute to and maintain our Knowledge Base
• Contribute to our diagnostic tools and utilities, and create new ones
• Respond to customer inquiries via support cases, email, chat, and phone

Who you are:

• 3+ years experience supporting complex enterprise software solutions
• Ability to read and understand Java code is necessary
• Experience using Rest APIs
• Experience with testing and/or development of production quality Java based web applications
• Solid experience with Linux command line tools
• Experience with SQL databases (PostgreSQL is a plus)
• Experience with networking (Sockets, HTTP, proxies/firewalls, TLS/SSL)
• Experience with scripting languages (Python, Bash, Typescript, etc.)
• Experience with a major cloud platform like AWS, Azure or GCP
• Experience with 1 or more application servers (e.g. Jetty, Apache, NGINX, etc.)
• Experience with container technology like Docker, Kubernetes or similar.
• Exceptional communication skills --> Written and verbal
• Solid English proficiency
• Very good problem solver! --> Solid experience interacting with internal/external clients on technical challenges

Ideal to bring:

• SCM and CI/CD and associated tools (Jenkins, Bamboo, Github, Gitlab etc.)
• Debugging certificate-based mutual TLS and SSL authentication
• Experience analyzing network traces using tools such as wireshark or tcpdump
• Component management build tools (Maven, npm, NuGet etc.)
• Experience with Sonatype, jFrog, Snyk and similar products
• Deployment/Configuration of Cloud platforms such AWS, Azure and GCP
• OAuth and/or SAML integration experience