Role Description - Debug and troubleshoot incidents with Sonatype products and solutions - Reproduce defects and file actionable issues for product engineering - Replicate customer deployment environments for testing (docker, AWS, Azure, Kubernetes, and more) - Represent Technical Support and customer interests in Engineering and Product Management discussions - Assist product management in developing and prioritizing enhancement lists - Summarize, communicate, and escalate customer experiences to management - Contribute to and maintain our Knowledge Base - Contribute to our diagnostic tools and utilities, and create new ones - Respond to customer inquiries via support cases, email, chat, and phone Qualifications - 3+ years experience supporting complex enterprise software solutions - Ability to read and understand Java code is necessary - Experience using Rest APIs - Experience with testing and/or development of production quality Java based web applications - Solid experience with Linux command line tools - Experience with SQL databases (PostgreSQL is a plus) - Experience with networking (Sockets, HTTP, proxies/firewalls, TLS/SSL) - Experience with scripting languages (Python, Bash, Typescript, etc.) - Experience with a major cloud platform like AWS, Azure or GCP - Experience with 1 or more application servers (e.g. Jetty, Apache, NGINX, etc.) - Experience with container technology like Docker, Kubernetes or similar - Exceptional communication skills - Solid English proficiency - Very good problem solver - Solid experience interacting with internal/external clients on technical challenges Ideal to bring - SCM and CI/CD and associated tools (Jenkins, Bamboo, Github, Gitlab etc.) - Debugging certificate-based mutual TLS and SSL authentication - Experience analyzing network traces using tools such as Wireshark or tcpdump - Component management build tools (Maven, npm, NuGet etc.) - Experience with Sonatype, jFrog, Snyk and similar products - Deployment/Configuration of Cloud platforms such AWS, Azure and GCP - OAuth and/or SAML integration experience What we're proud of - 2025 AI Compliance Solution of the Year - AI Breakthrough Awards - 2025 Best DevSecOps Solution by DevOps Dozen - Visionary in the 2025 Gartner® Magic Quadrant™ for Application Security Testing - 2025 DEVIES Award to our SBOM Manager new product for its innovation and impact in developer technology - 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report) - 2023 Fast Company Best Places for Innovators - 2023 Gartner's Magic Quadrant - 2023 Software Report's Top 100 Software Companies - 2023 BuiltIn Best Places to Work - 2022 Frost & Sullivan Technology Innovation Leader Award - 2022 PeerSpot Silver Peer Award in Software Composition Analysis - 2022 Tech Ascension Best DevOps Security Solution Award - 2022 NVCT Cyber Company of the Year - Company Wellness Week - We shut down company operations for a week to enable all employees to pursue personal growth and enjoy a much-needed and deserved rest. - Paid Volunteer Time Off (VTO)