Product Support Engineer

As a Product Support Engineer at Sonatype, you will be part of a worldwide team that takes a unique approach to product support. Your role will involve: - Debugging and troubleshooting incidents with Sonatype products and solutions - Replicating customer issues to identify root causes - Assisting product management in developing and prioritizing enhancement lists - Summarizing, communicating, and escalating customer experiences to management - Contributing to and maintaining the Knowledge Base - Responding to customer inquiries via support cases, email, chat, and phone To be successful in this role, you should have: - 6 months to 2 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, LDAP, proxies/firewalls, SSL) Experience with any of the following will be highly preferred: - Java-based application troubleshooting and support - Experience with basic scripting (Python, Bash, Groovy, etc.) - SCM and CI/CD and associated tools (Jenkins, Bamboo, etc.) - Component management build tools (Ant, Maven, npm, NuGet, etc.) - Container technologies (Docker, Kubernetes, etc.) - SQL and databases (H2 and Postgres in particular) - Sonatype, jFrog, Snyk, Whitesource, or similar products - Software development (JAVA in particular) - LDAP and SAML - Deployment/Configuration of Cloud platforms such as AWS, Azure, and GCP Education: Open to consider candidates who have graduated in 2024/2025 and are currently working. Sonatype takes pride in various accomplishments, including awards and recognitions such as: - 2025 AI Compliance Solution of the Year - AI Breakthrough Awards - 2025 DEVIES Award for SBOM Manager - 2024 Industry Leader in Forrester-Wave for Software Composition Analysis - 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 Sonatype values diversity and inclusivity, offering perks like parental leave, diversity and inclusion working groups, and flexible working practices. They are an equal-opportunity employer and do not discriminate based on various factors. If you require accommodation due to a disability or special need, feel free to communicate it. Sonatype may use artificial intelligence (AI) tools in the hiring process to assist the recruitment team, but final decisions are made by humans. If you seek more information about data processing, you can contact Sonatype. As a Product Support Engineer at Sonatype, you will be part of a worldwide team that takes a unique approach to product support. Your role will involve: - Debugging and troubleshooting incidents with Sonatype products and solutions - Replicating customer issues to identify root causes - Assisting product management in developing and prioritizing enhancement lists - Summarizing, communicating, and escalating customer experiences to management - Contributing to and maintaining the Knowledge Base - Responding to customer inquiries via support cases, email, chat, and phone To be successful in this role, you should have: - 6 months to 2 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, LDAP, proxies/firewalls, SSL) Experience with any of the following will be highly preferred: - Java-based application troubleshooting and support - Experience with basic scripting (Python, Bash, Groovy, etc.) - SCM and CI/CD and associated tools (Jenkins, Bamboo, etc.) - Component management build tools (Ant, Maven, npm, NuGet, etc.) - Container technologies (Docker, Kubernetes, etc.) - SQL and databases (H2 and Postgres in particular) - Sonatype, jFrog, Snyk, Whitesource, or similar products - Software development (JAVA in particular) - LDAP and SAML - Deployment/Configuration of Cloud platforms such as AWS, Azure, and GCP Education: Open to consider candidates who have graduated in 2024/2025 and are currently working. Sonatype takes pride in various accomplishments, including awards and recognitions such as: - 2025 AI Compliance Solution of the Year - AI Breakthrough Awards - 2025 DEVIES Award for SBOM Manager - 2024 Industry Leader in Forrester-Wave for Software Composition Analysis - 2023 Fast Company Best Places for Innovators - 2023 Gartner's Magic Quadrant - 2023 Software Report's Top 100 Software