Senior Support Engineer 100% REMOTE - Colombia Colombia - Remote /

Company: Sonatype

We are 400+ employees from a diverse group of backgrounds that hail from more than 50 countries and speak 15 languages. But, we all share one thing in common: we’re passionate about accelerating software innovation. Our vision is to put Nexus products at the center of every open-source decision modern engineering organizations make. 

We support our remote employee experience. While we have great office spaces in the Fulton, MD, Tyson's Corner VA, London UK, and Sydney AUS, we’re very distributed and remote first (and always have been). We use several communication tools to connect across the company—and all remote employees have the opportunity to visit our offices and meet their teams face-to-face at team meetups. We also have an annual company meetup to get quality in-person time with the entire company at least once a year.

Learn more at www.sonatype.com.


This role is 100% remote. You must be located in Colombia.

Sonatype seeks a highly motivated Support Engineer to provide advanced product support to customers dealing with complex issues surrounding the use of our products and solutions. A deep desire to provide excellent customer service coupled with a strong (and broad) technical background will be imperative to succeed in this position.

Are you interested in being part of a global Technical Support Engineering team? Would you like to have the ability to solve customer issues without navigating multiple levels of internal bureaucracy? Does working directly with product development teams and have a real impact on products used by millions of software engineers sound appealing? How about crafting and writing diagnostic tools and scripts to extend our support infrastructure? If so, this role is for you.

While our Support Engineers come from many different backgrounds, they thrive on the challenge of solving a variety of problems at the application, operating system, and network levels. While this is a very challenging role, there is a tremendous amount of happiness from learning new tools and technologies. You are not going to get bored in this role!

Job responsibilities include but are not limited to:

    • Triage, root cause analysis, debugging, and troubleshooting of Sonatype products and solutions 
    • Java thread and heap dump analysis
    • Coordinate with Customer Success teams on non-technical support issues and/or accounts in distress
    • Escalate and track defects to product engineering Interface with engineering to develop and test solutions, incorporate field patches into the codebase, and test and install new features
    • Assist product management in developing and prioritizing enhancement lists
    • Summarize, communicate and escalate customer experiences to management
    • Contribute to and maintain Knowledge Base
    • Create diagnostic tools and utilities
    • Participate in the On-Call rotation

Would be great if you also had:

    • 3+ years experience providing technical support for complex enterprise software solutions
    • 2+ years experience with Linux - you must be adept at using the CLI
    • 2+ years of experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
    • Must be able to understand Java code and perform thread/heap dump analysis
    • Ability to write basic scripts in a common scripting language such as Python, Bash, Groovy, etc. to automate frequent operations or perform analysis
    • Exceptional communication skills and a positive customer-centric attitude
    • Advanced problem-solving skills
    • Organized, self-starter with an ability to follow through on issues under minimal supervision.
    • Ability to multi-task and quickly shift contexts

Desired Experience / Skills:

    • 3+ years of experience providing technical support for complex enterprise software solutions
    • Ability to understand Java code and perform thread/heap dump analysis
    • 2+ years experience with Linux - you must be adept at using the CLI
    • 2+ years of experience with networking (Sockets, HTTP, LDAP, proxies/firewalls, SSL)
    • Ability to write basic scripts in a common scripting language such as Python, Bash, Groovy, etc. to automate frequent operations or perform analysis
    • Outstanding communication skills and a positive customer-centric demeanor
    • Live in either an MST or PST time zone
    • While these skills are essential, we would love to chat with you even if you do not have all of them.

Things that we are proud of

    • Fast Company Top 50 Companies for Innovators 2018, 2019, and 2020
    • 2019 Best Places to Work Washington Post and Washingtonian
    • 2019 Wealthfront Top Career Launch Company
    • EY Entrepreneur of the Year 2019
    • Diversity & Inclusion Working Groups
    • Parental Leave Policy
    • Paid Volunteer Time Off (VTO)
    • See why we've won these awards and enjoy a 4.6 Glassdoor rating.
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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.


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Vacancy page : https://jobs.lever.co/sonatype/74f3420e-6165-4223-acec-4022c2bd66d4