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Known employer, metro location, and broad technical requirements increase applicant competition.
Requires enterprise product-support and Java/Linux troubleshooting, moderately transferable across software companies.
Technical skills and leadership expected but no explicit years requirement, so moderate rigidity.
Lead troubleshooting and incident resolution for Sonatype products, replicating customer issues and escalating as needed.
Provide day-to-day guidance, mentorship, and case management oversight for support engineers to ensure top-quality customer responses.
Coordinate across Engineering, Product, and Customer Success teams to improve support operations, lead knowledge sharing, and contribute to hiring and onboarding.
Experience supporting complex enterprise software solutions required; exact years not specified.
Familiarity with Java programming language and Linux command-line tools mandatory.
Knowledge of networking concepts (Sockets, HTTP, LDAP, proxies/firewalls, SSL) required.
Demonstrated ability to lead or mentor a technical team (formal or informal) required.
Experienced in troubleshooting Java-based applications and enterprise software environments with a strong technical foundation.
Able to handle technical support as an engineering challenge, skilled at collaborating cross-functionally to resolve systemic issues.
Has leadership experience in technical support or engineering teams, comfortable coordinating workflows and guiding junior staff.