Manager, Product Support Engineering

🔥 12 hours ago

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Sonatype

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🔒 Cybersecurity

☁️ SaaS

💰 $80M Private Equity Round on 2018-09

Cybersecurity • Software • SaaS

Sonatype is a leader in software composition analysis (SCA) and software supply chain management. The company provides solutions to automate software supply chain security, build centralized components, control open source risks, and simplify software bill of materials (SBOM) compliance. Sonatype offers tools such as Nexus Repository, Repository Firewall, Lifecycle, and SBOM Manager, which help developers deliver quality code securely and manage vulnerability risks. Sonatype integrates with numerous tools and languages, supporting dev, security, and ops teams to ensure secure deployments. The company is recognized for its end-to-end software supply chain solutions that leverage artificial intelligence to predict and intercept malicious components, enhancing security across industries such as financial services and technology.

📋 Description

• Provide hands-on technical support • Guide and mentor team members • Coordinate support operations • Contribute to the continuous improvement of our support organization • Debug and troubleshoot incidents with Sonatype products and solutions • Replicate customer issues • Assist Product Management in developing and prioritizing enhancement lists • Summarize, communicate, and escalate customer experiences to management • Contribute to and maintain the Knowledge Base • Respond to customer inquiries via support cases, email, chat, and phone • Oversee case management workflows to ensure timely, high-quality customer responses • Review and approve escalations, ensuring technical accuracy and appropriate prioritization • Coordinate with cross-functional teams (Engineering, Product, Customer Success) • Lead or facilitate team meetings, knowledge-sharing sessions, and training initiatives • Contribute to hiring efforts through interview participation and onboarding support for new team members

🎯 Requirements

• 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, HTTP, LDAP, proxies/firewalls, SSL) • Demonstrated ability to mentor, lead, or coordinate the work of others (formal or informal)

🏖️ Benefits

• Parental leave • Diversity and inclusion working groups • Flexible working practices