Product Support Engineer

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale.

As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development.

More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains.

At Sonatype we take a different approach to product support. Our worldwide team consists of talented technical contributors who see product support as an engineering challenge. We write code which lets us quickly replicate customer environments, analyze data from customer systems to pinpoint problems, replicate issues from recorded activity, and more. Our team members work directly with development teams, sales, and customer success to ensure the best possible customer experience. There are lots of interesting technical challenges to solve every day, and many opportunities to learn new skills and technologies. And our Product Support Engineer have a long-term career path that enables them to grow into Senior Product Support Engineer and Staff Product Support Engineer. Does this sound interesting? Great, we’re hiring now!

Job responsibilities include but are not limited to::
• 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 Knowledge Base
• Respond to customer inquiries via support cases, email, chat and phone

Required Experience / Skills::
• 2+ 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)

Experience with any of the following will be highly preferred:
• Java based application troubleshooting and support
• Experience with basic scripting (Python, Bash, Groovy, etc.)SCM and CI/CD and associated tools (Jenkins, Bamboo, etc.)
• Component management build tools (Ant, Maven, npm, NuGet etc.)
• Container technologies (Docker, Kubernetes, etc.)
• SQL and databases (H2 and Postgres in particular)
• Sonatype, jFrog, Snyk, Whitesource or similar products
• Software development (JAVA in particular)
• LDAP and SAML
• Deployment/Configuration of Cloud platforms such AWS, Azure and GCP

At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.