Java Product Support Engineer

About the role

Sonatype, a software supply chain management company behind Maven Central, is looking for a Java Product Support Engineer. The role supports customers and product teams through incident debugging, defect reproduction and customer-facing support.

Key responsibilities

• 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
• Help product management develop and prioritize enhancement lists
• Summarize, communicate and escalate customer experiences to management
• Contribute to and maintain the Knowledge Base and diagnostic tools and utilities
• Respond to customer inquiries via support cases, email, chat and phone

Required profile

• 3+ years of experience supporting complex enterprise software solutions
• Ability to read and understand Java code
• Solid experience interacting with internal and external clients on technical challenges
• Exceptional written and verbal communication skills and solid English proficiency

Required skills

• Testing and/or development of production-quality Java web applications
• Linux command line tools and SQL databases (PostgreSQL is a plus)
• Networking (sockets, HTTP, proxies/firewalls, TLS/SSL) and scripting (Python, Bash, TypeScript, etc.)
• A major cloud platform (AWS, Azure or GCP) and at least one application server (Jetty, Apache, NGINX, etc.)
• Container technology such as Docker or Kubernetes
• Rest APIs

Ideal to bring: SCM and CI/CD tools (Jenkins, Bamboo, GitHub, GitLab), mutual TLS debugging, network trace analysis (Wireshark, tcpdump), component management tools (Maven, npm, NuGet), Sonatype/jFrog/Snyk experience, cloud deployment and configuration, OAuth/SAML integration.