Support Engineer

Position description

To sustain the growth of our customer portfolio and to extend our services offering, we are looking for a Support Engineer. On top of joining a fast-growing and innovative company, you will have the opportunity to assist our customers around the world in deploying/using our solutions and adopting software engineering best practices as a whole.

As a Support Engineer, you will contribute to Sonar products adoption and integration. You will provide an individualized level of service to our customers. You will guide them in finding the right implementation and advocate the best way to use our products. You will also investigate and solve customer issues in a timely manner. In Sonar, you will represent the customer voice in product discussions.

What you will do

• Help customers integrate our solutions across their development pipeline. It means helping with the technical integration with developer IDE, ALMs, and Continuous Integration chain; the integration to software lifecycle (SCM, build, test), and the integration to existing business applications (identity provider, database, etc.).

• Drive technical issues to resolution: from the qualification of customer concerns to conducting an in-depth technical investigation and managing customer relationships all along the way.

• Collaborate with Sales and Consultants to improve overall customer experience and make sure that our Service offering brings maximum value to our customers.

• Work with the rest of the team to listen, challenge, and refine customers feedback to feed discussions with product teams and shape product evolutions.

• Have a voice in enhancing the way we work.

Experience and qualifications

• Software engineering best practices, with at least 3-5 years of experience in supporting, or maintaining and delivering high-quality software.

• 2+ years experience using or administrating a DevOps pipeline: SCM (e.g. Git, SVN), IDE (e.g. Visual Studio, IntelliJ), CI (e.g. Jenkins Pipelines, Azure DevOps, BitBucket, GitLab). More than acronyms, these are the tools that our customers use and that our products integrate with.

• Demonstrated curiosity and practical experience using AI tools in development, troubleshooting or workflow optimization

• Working knowledge of both local and cloud-based software deployment platforms and technologies, including Linux, Windows, Docker, Kubernetes, AWS, Azure

• Investigation skills to understand problems in their context and the ability to reproduce these scenarios.

• Team player, receiving and giving feedback as well as sharing knowledge.

• Can-do attitude: challenging status quo, leading and contributing to key improvements and innovations.

• Excellent English, verbal/written communication skills