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

• Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams. • Utilize support software for call logging and tracking. • Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations. • Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams. • Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions. • Participate in visits to customer sites. • Ensuring a high customer satisfaction rate. • Timely handling of incidents according to Agfa’s policies and processes. • Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products. • Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).

• The **Technical Support Specialist** is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player. • The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution. • Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.