Product Support Engineer, Boomi- (UK based)

Product Support Engineer, Boomi

Our EMEA Boomi Product Support team is seeking an enthusiastic individual with a strong blend of technical acumen and communication skills, passionate about helping customers. As a Boomi Product Support Engineer, you enjoy working with customers, troubleshooting issues, and finding creative solutions to solve complex technical problems. A Product Support Engineer knows that, in order to make our customers successful, they need to be experts not only in our Boomi products and elements of the platform, but also across a wide range of IT concepts.

This role has specific requirements, detailed below:

- Working week, covering Sunday to Thursday (to align with our UAE customer base)

- Hours of coverage: 7am - 3:30pm UTC

- On-Call rotation (on call schedule to be covered according to business needs)

- Location: Hybrid, Exeter or Remote, UK

Role Responsibilities:

• Providing technical direction and assistance to our partners and customers regarding their use of the Boomi Platform (and all its core elements)

• Assistance and deep dive investigation with identifying root causes for issues reported by our customers

• Resolving complex cases, including integrations with third-party systems and API-related troubleshooting

• Working closely with our customers & partners and collaborating internally with our Engineering, Product Management, and Technical Architecture teams to help address issues with larger scale, higher volume, and unique integration requirements.

• Handling initial escalations for support cases with potential for high impact and visibility across the organization.

• Coaching other support engineers on difficult technical integration issues and actively participating in our community, leveraging their skills and experience to provide further support to our community members.

• Leading knowledge-sharing sessions, writing advanced technical documentation, and contributing to internal training

• Prioritizing and managing escalated issues with our internal development teams.

• Strong communication and presentation skills, managing customer expectations, setting priorities, and communicating complex technical issues across a wide audience with technical and non-technical backgrounds.

• Using and leveraging Boomi’s AI-driven tools and continuously looking for opportunities to engage with their peers, our customer-facing internal teams, and other internal stakeholders on this topic.

• Vocal advocate for the usage of AI agents, always encouraging teams to leverage these capabilities to enhance efficiency and troubleshooting. Actively educating customers through support cases, ensuring they incorporate AI-driven insights into their troubleshooting approach, and improving their overall experience with our products.

Essential Requirements:

• Bachelor’s degree in Computer Engineering, Computer Science or related field of study.

• Experience as a Support Engineer (Application support) or junior developer, with a demonstrated passion for helping customers solve complex integration problems.

• Ability to design, optimize, and integrate business processes.

• Master’s degree in Computer Engineering, Computer Science or a related field of study or experience in related customer facing roles like Product Support Engineer, System engineering, system administration, network consulting.

• Experience with enterprise integration tools that can be used to extend the team’s knowledge.

• Motivated individuals who enjoy a fast-paced work environment and understand that the SaaS culture requires creativity, collaboration, fast decision-making and a sense of urgency.

• Having experience with any of the following would support your success in working with our platform:

  • Experience with programming language (primarily Python)

  • SQL Expertise, Data Modelling, and XML technologies

  • SOAP/REST and HTTP

  • Connecting and working with different APIs

  • Knowledge and hands-on experience with data integration methods, ETL (Extract, Transform, Load) and ELT (Extract, Load, Transform)

  • Deployments of enterprise software systems and SaaS using industry-standard environments, including XML, HTTP/HTTPS, Java

  • Experience with Windows/Linux servers

  • Orchestration and Containerization Tools/Technologies (Kubernetes, Docker)

  • Networking concepts and protocols such as Firewalls, Load Balancers, TLS, HTTP/S, SSL, TCP/IP, S/FTP

  • Installing, administering, and troubleshooting software applications running in the Cloud: Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).        #LI-LM1