• Own Level 3 escalations — investigate, diagnose, and resolve complex technical issues that L1/L2 teams cannot solve. • Analyse application behaviour across the stack (backend C#/.NET, frontend AngularJS/React, and database SQL layers) to identify root causes. • Collaborate directly with development teams to reproduce, document, and drive fixes for critical bugs and system defects. • Write and execute SQL queries to investigate data integrity issues and support incident resolution. • Produce clear, detailed incident reports and post-mortems, contributing to a knowledge base that reduces future escalations. • Identify patterns in recurring issues and proactively recommend improvements to processes, monitoring, or product areas.

Role Description As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift. - Act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification. - Ensure the team delivers high-quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards. - Take ownership of complex networking and security incidents escalated from initial triage. - Minimize further escalations through deep expertise and lead major incidents operationally and technically. - Mentor and support the team, review case QA outputs, and conduct 1-2-1s with team members. - Collaborate with higher-level engineers, vendors, and suppliers on root-cause analysis and service improvements. - Support both Connect (traditional telecoms connectivity) and Secure (secure networking solutions) areas. Qualifications - Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking – SD-WAN, SASE). - Practical experience with network monitoring tools (LogicMonitor) and ticketing systems (ServiceNow). - In-depth knowledge of Cisco IOS commands, configuration, and troubleshooting (routing/switching). - Solid expertise in Fortinet firewall/security concepts (policies, NAT, VPN, UTM features). - Working knowledge of Juniper, Cisco Meraki, Alcatel-Lucent, HPE/Aruba switching/LAN technologies. - Experience with MPLS, VPN technologies, remote access solutions, SASE and SD-WAN deployments. - Strong grasp of ITIL/ITOM frameworks, including Incident, Problem, and Change Management. Requirements - Advanced troubleshooting and root-cause analysis for complex, multi-vendor network/security issues. - Excellent communication and stakeholder management (customers, internal teams, vendors). - Strong time management, prioritization, and decision-making in high-pressure environments. - Analytical skills for log analysis, packet captures, performance metrics, and trend identification. Benefits - 25 days’ holiday (excluding bank holidays) + Your Birthday Off. - Flexible working – consideration for any written request for flexible working. - Virtual working – empowering our people to work remotely. - Top tech – best-of-breed software and hardware for all staff. - 4x annual salary life assurance. - Health cash plan. - Retail discounts and other perks from major brands.

• Respond to issues in a timely fashion, asking the right questions to evaluate the problem, troubleshooting, collaborating with additional resources as necessary, resolving, and documenting thoroughly • Deliver on day-to-day functional processes with an eye towards continuous improvement, including documentation of recurring issues and automating solutions when possible • Communicate and work as a team with Tier 2 and Tier 3 technicians to resolve complicated technical issues in accordance with ITIL processes • Maintain appropriate monitoring tools and alerting mechanisms to facilitate round-the-clock support of customer systems • Learn, grow, and move up our Career Map, regularly finding ways to add value to our team and business

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. Empower the Future of Data ActivationJoin the Leader in Intelligent Connectivity. Boomi isn’t just a platform; we are the Data Activation company. As the world pivots toward AI-driven ecosystems, Boomi provides the essential, unified foundation that global enterprises rely on to move at the speed of business. When you join us, you aren’t just taking a job—you’re joining a category-leading team of innovators dedicated to making the impossible integrated. The Role: Solve. Innovate. Empower. As a Software Support Engineer, you are the frontline architect of customer success. You do more than respond to tickets; you are a high-level troubleshooter who thrives on the moment you solve a challenge. You possess the rare ability to directly dissect complex technical bottlenecks, identify root causes, and engineer creative solutions that keep over 20,000 organizations running smoothly. Your Engagement: Connect. Synchronize. Deliver. You power our follow-the-sun model, providing the critical crossover needed to resolve high-priority cases with global velocity. Your journey begins remotely, with an exciting future transition to our in-office/Hyderabad location, where the synergy of our team takes flight. Working 5:30 PM – 2:30 AM IST, you’ll bring the flexibility and on-call spirit needed to ensure global support of our customers’ success. You are Boomi! What You’ll Bring to the TeamBoomi Expertise - Minimum of 1 year of hands-on experience with the Boomi AtomSphere Platform, moving beyond the basics into advanced process development, API management, and complex deployments. - 2 - 4 years of total experience in IT Consulting or Software Development, giving you the architectural perspective needed to solve big picture problems. - Working 5:30 PM – 2:30 AM IST, Technical Proficiency - Experience with web languages—REST, SOAP, WSDL—and skilled in using tools like Postman and OAuth 2.0 to design and troubleshoot seamless connections. - Practical command of the languages that power modern business, including Java, Groovy, JavaScript, and React. - Comfortable navigating the modern tech stack, from Kubernetes with Rancher Desktop and Cloud-based apps to the core of Windows and Linux OS. - Understand data integrity through ELT/ETL knowledge and experience with enterprise giants like Salesforce, NetSuite, and Hadoop. Diagnostic Specialist - Strategically leveraging AI technologies to analyze technical support cases, accelerate troubleshooting, identify root causes, and bring cases to resolution. - Proficiency in protocols (TCP/IP, HTTP/S, SSL/TLS, SFTP) using tools like Wireshark and Charles Proxy to find exactly where a connection is breaking. - An eye for analyzing error logs across Java and various Operating Systems to pinpoint root causes before they become roadblocks. Collaboration-centered approach - Ability to take a complex, highly technical solution and explain it so clearly that a non-technical customer feels like an expert. - Patience and compassion in every interaction, ensuring our customers feel heard and valued. - Energized by new technology. As Boomi leads the way in AI-ready data activation, you are the first in line to learn, adapt, and master the next wave of innovation. What You’ll GainAccelerate Your Career in AI & Integration: At Boomi, you aren't just maintaining software; you are at the epicenter of the AI-ready data revolution. You will gain front-row access to the latest innovations in intelligent connectivity, ensuring your skills stay at the absolute cutting edge of the industry. Supported with dedicated time to build your knowledge and expertise. Access to an Elite Technical Playground: Work with a massive variety of enterprise ecosystems. One day you’ll be optimizing Salesforce integrations, and the next you’ll be deep-diving into Kubernetes or Big Data environments. The sheer variety of technical challenges ensures that no two days are ever the same. A Truly Global Collaborative Culture: You aren’t an island. You’ll work alongside a world-class team of engineers who share your passion for problem-solving. We pride ourselves on a culture of knowledge sharing, where mentorship and collaboration are built into our DNA. #LI-ML1 Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities. All employment decisions are based on business needs, job requirements, and individual qualifications. Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.