Senior Software Support Engineer Full-time

About this role

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 and will report to the Support Manager, Poorav Chaudhari, located in Grenoble, France.

Mission
Your key responsibilities:
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
Experience / Skills
5 years of experience in Technical Customer Support
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

Company

Bonitasoft fully supports digital operations and IT modernization with Bonita, an open-source and extensible platform for automation and optimization of business processes. The Bonita platform accelerates development and production with a clear separation between capabilities for visual programming and for coding. Bonita integrates with existing information systems, orchestrates heterogeneous systems, and provides deep visibility into processes across the organization.