Manager, Product Support Engineering

Job responsibilities include but are not limited to:

Technical Responsibilities

• 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

Management & Leadership Responsibilities

• Provide day-to-day guidance and mentorship to junior support engineers
• 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) to streamline processes and resolve systemic issues
• 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
• Act as a point of contact for operational questions and serve as a liaison between the support team and management

Required Experience / Skills

• 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)

Desired Experience / Skills

• Experience with any of the following will be highly preferred:
• Java-based application troubleshooting and support
• Experience with basic scripting (Python, Bash, Groovy, etc.)
• SCM and CI/CD tools (Jenkins, Bamboo, etc.)
• Component management and build tools (Ant, Maven, npm, NuGet, etc.)
• Container technologies (Docker, Kubernetes, etc.)
• SQL and databases (H2 and Postgres in particular)
• Sonatype, jFrog, Snyk, Whitesource, or similar products
• Software development (Java in particular)
• LDAP and SAML
• Deployment/Configuration of cloud platforms such as AWS, Azure, and GCP
• Prior experience in a team-lead or supervisory role (preferred)

Things that we are proud of

• 2025 AI Compliance Solution of the Year - AI Breakthrough Awards

• 2025 DEVIES Award to our SBOM Manager new product for its innovation and impact in developer technology

• 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report)

• 2023 Fast Company Best Places for Innovators

• 2023 Gartner's Magic Quadrant

• 2023 Software Report's Top 100 Software Companies

• 2023 BuiltIn Best Places to Work

• 2022 Frost & Sullivan Technology Innovation Leader Award

• 2022 PeerSpot Silver Peer Award in Software Composition Analysis

• 2022 Tech Ascension Best DevOps Security Solution Award

• 2022 NVCT Cyber Company of the Year

• Company Wellness Week - We shut down company operations for a week to enable all employees to pursue personal growth and enjoy a much-needed and deserved rest.

• Paid Volunteer Time Off (VTO)

• Expansion of Sonatype’s India Innovation Hub in Hyderabad, reflecting our continued growth, commitment to innovation, and investment in talent to advance AI-driven software security globally