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Software Support Engineer Full-time

Published at 2022-03-02 - Viewed: 814 times - Christelle Betrong (Worldwide/Remote)

COMPANY
Bonitasoft is one of the leaders in the BPM market. The Bonita products span multiple software technologies (e.g. Java, Angular JS…), and resides in an IT ecosystem (Application Servers, Databases, Cloud…). A successful Support Engineer will have mastered many of these technologies. A strong background in Computer Science is necessary to troubleshoot and identify the source of the issues be it in the product or in the ecosystem where Bonita resides.

This is a very rewarding job for those who like to help Customers out of tricky situations. The goal of the support engineer at Bonitasoft is to work closely with the Customer from troubleshooting to finding a reasonable workaround/solution through clear communication at every step, ensuring Customer Satisfaction. Hence communication skills are essential in this role.

You will be located in North America (full remote) and will report to the Support Manager, Poorav Chaudhari, located in Grenoble, France.

MISSION
Become an expert on Bonitasoft products with the guidance provided during the onboarding (see onboarding section below)

Perform deep analysis of problems experienced by Customers, including reproducing them, and ultimately respond with a solution, with a strong Customer satisfaction mindset

Work closely with the R&D team to find solutions for complex problems

Report bugs, product gaps and incomplete documentation to improve customer satisfaction

Provide support on the AWS cloud infrastructure where Bonita Cloud is hosted

Contribute to product Documentation and Knowledge base articles to

Monitor, suggest and implement technological improvements to keep our support team on top of our game

PROFILE
Confirmed experience in a similar role in B2B Software/SaaS industry

Strong verbal and written communication skills

Strong ability to listen, understand, analyze and write solutions clearly and concisely

Tenacious problem-solver with a strong analytical/QA mindset

Ability to meet short deadlines under pressure and to work independently/autonomously

Real team player, ability to work in a multicultural and geographically diverse organization

Fluency in English & Spanish (written & spoken)

Bachelor's degree in Computer Science or a related field.

Technical Skills

Java programming & deployment architecture

Linux & Microsoft Windows environment experience

Database experience and proficiency in at least one of these: MySQL, SQL Server, Oracle, PostgreSQL

Experience with Database concepts, Data management (RDBMS), and SQL

Experience with web technologies like JavaScript, JQuery, Angular JS

Experience with at least one application server like Tomcat, WildFly, …

Experience with multi-tiered platforms

Troubleshooting Skills

Skilled in analysing logs and finding patterns, etc. to pinpoint the real issue

Experience with JVM concepts like heap dump analysis and thread dump analysis

Familiar with Infrastructure issues like CPU spikes, memory spikes, network analysis, etc.

These would be a plus:

Experience with AWS, Docker, Kubernetes

Experience with Salesforce and/or CRM applications

Experience using a software defect tracking system such as JIRA

Experience with reading/writing HTML and CSS

Experience with Business Process Management

Familiar with Bonita BPM

Familiarity in French

What to expect during your onboarding process?

Introduction to each department at Bonitasoft (get to know the teams and their scope)

Tailored Training program including the official Bonita trainings & Certifications

Bonita Support troubleshooting training with a Support engineer

Shadowing with a Support engineer working on his support cases


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