• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

• Deliver outstanding support to our open-source users and enterprise customers via multiple channels, including chat, forums, GitHub, and phone. • Develop deep technical expertise in GitOps, Argo, and Akuity’s offerings. • Troubleshoot, diagnose, and resolve customer issues promptly and accurately. • Recognize common support patterns and escalate issues to engineering when appropriate. • Help build and iterate on our support playbook, processes, and systems. • Contribute to improving Akuity’s documentation to enhance the customer experience.

Role Description The Boomi Global Customer Support team guides our customers so they can optimize the Boomi platform to achieve their business outcomes. Our global team provides around-the-clock support to our customers to ensure their success with the Boomi platform. As a Boomi Software Support Senior Engineer, you will: - Manage complex customer issues and share your technical expertise to ensure timely, accurate solutions. - Engage with our customers through virtual meetings, chat, and email to manage their expectations, set priorities, and resolve technical issues related to our products, including configuration and networking. - Work closely with our Product and Engineering teams providing customer feedback to help identify new features and functions. You are an enthusiastic troubleshooter with a passion for helping customers in a fast-paced, collaborative environment. You are able to: - Quickly understand the customer’s challenges, identify the root cause, and find creative solutions to technical problems. - Clearly share your knowledge and recommendations to a wide audience including those with technical and non-technical backgrounds. - Deliver excellence to our customers, our company, and our colleagues. Working hours are 9:30 AM – 6:30 PM ET, Monday through Friday, with on-call rotation responsibilities. Qualifications - Effective communication and presentation skills with both technical and non-technical audiences. - Ability to empathize with the customer. - Experience troubleshooting customer issues. - Ability to read, write, and interpret multiple programming and scripting languages, such as Java, React, Groovy, Java Script. - Windows and Linux OS experience. - Cloud-based software application experience, including installation, administration, and troubleshooting. - Ability to analyze error logs for Java programs, Windows OS, Linux OS. - Passion to continue learning. Requirements - Advanced knowledge of performance tuning techniques and tools. - Experience with Amazon Web Services (AWS), Microsoft Azure, and/or Google Cloud Platform (GCP). - Understanding of database administration. - Understanding of network fundamentals, including network trace analysis. - API design and development experience. - Thorough understanding of how data is transmitted securely across the network. - Boomi platform certifications and/or knowledge. - Experience with NetSuite, Salesforce, Hadoop, Linux system administration. - Knowledge of Postman and OAuth 2.0. - IT Consultant or Software Developer experience. - 3 - 5 years work experience. Benefits - Base compensation for this position at $130,000. - This position is remote-friendly, with final compensation determined by various factors including the candidate’s knowledge, skills, experience, and geographic location. - An overview of our benefits can be found here .

• Act as a technical escalation point for hub IT analysts. • Diagnose and resolve incidents across: End-user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications • Manage ticket queues and ensure SLAs are met • Support incident resolution and root cause analysis • Work closely with offshore/remote teams to coordinate fixes • Maintain accurate documentation and knowledge base articles • Identify repeat issues and suggest improvements