Software Support Principal Engineer

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com  or visit our Boomi Careers page to learn more.

**This remote position will have a schedule of 9:00am-5:00pm EST M-F, and participate in an on-call rotation when required (1 week duration every 2-3 months)**

As a Boomi Software Support Principal Engineer, you will assist customers through chat, phone, email, and the Boomi Support Portal. Your role involves resolving complex problems related to Boomi's iPaaS solutions. You will also set priorities, drive daily support activities, and work closely with cross-functional teams such as Product Support, Customer Engineering, and Business Operations to escalate and resolve issues efficiently.

What you'll do:

• Deliver world-class technical support to Boomi customers via multiple channels (chat, phone, email, and Boomi’s Support Portal).
• Diagnose and troubleshoot complex integration issues, helping customers maximize the value of Boomi’s iPaaS solutions
• Manage and prioritize customer cases while setting clear expectations and ensuring timely resolution of issues
• Collaborate with Product Support, Customer Engineering, Customer Success, and Business Operations Teams to escalate and resolve technical challenges efficiently.
• Communicate complex technical topics effectively to both technical and non-technical audiences
• Analyze and interpret error logs, stack traces, and system diagnostics to identify root causes and recommend solutions
• Stay up to date with new Boomi features, cloud technologies, and industry best practices to continuously enhance support capabilities
• Act as a mentor and technical leader within the support team, helping train junior engineers and refining support processes
• Develop easy-to-understand technical documents, updating our internal knowledge bases, and creating how-to videos and training resources

Essential Requirements:

• 5+ years of customer-facing technical support experience, troubleshooting complex software issues in a cloud-based environment
• Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently
• Hands-on experience with cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
• Expertise in troubleshooting software applications running on both Linux and Windows operating systems
• Understanding of JVMs (Java Virtual Machines) and performance tuning techniques
• Solid grasp of networking fundamentals, including firewalls, load balancers, TLS, HTTP/S, SSL, TCP/IP, and S/FTP
• Programming and scripting experience with Java, JavaScript, React, or Groovy
• Experience in API design, development, and troubleshooting
• Ability to analyze and interpret error logs, stack traces, and system diagnostics to identify root causes
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Customer-focused mindset, with the ability to empathize, communicate effectively, and manage expectations
• Detail-oriented, self-motivated, and capable of working in a fast-paced environment.
• Experience in creating and maintaining knowledge assets and developing training materials to support customers and internal teams
• Able to work a schedule of 9:00am-5:00pm EST M-F, and participate in an on-call rotation when required (1 week duration every 2-3 months)

Bonus points if you have:

• Experience with enterprise applications such as Netsuite, Salesforce, Hadoop, Relational, and NoSQL Databases
• Experience with using technologies such as Kubernetes and Docker for containerization and automation
• Knowledge of OAuth 2.0 authentication standards and experience with Postman or similar API testing tools
• Familiarity with performance tuning techniques for cloud-based applications
• Certifications in cloud platforms (AWS,