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Manager, Product Support Engineering
Sonatype
Hyderabad, IND
Full-time
Mid
Hybrid
Discovered 2 weeks ago
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- 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 to 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.
- In this role, you will not only provide hands-on technical support but also guide and mentor team members, help coordinate support operations, and contribute to the continuous improvement of our support organization.
- 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 the Knowledge Base
- Respond to customer inquiries via support cases, email, chat, and phone
- Provide day-to-day guidance and mentorship to junior support engineers
- Oversee case management workflows to ensure timely, high-quality customer responses
- Review and approve escalations, ensuring technical accuracy and appropriate prioritization
- Coordinate with cross-functional teams (Engineering, Product, Customer Success) to streamline processes and resolve systemic issues
- Lead or facilitate team meetings, knowledge-sharing sessions, and training initiatives
- Contribute to hiring efforts through interview participation and onboarding support for new team members
- Act as a point of contact for operational questions and serve as a liaison between the support team and management
- 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)
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