Senior Product Support Engineer

Role Overview Sonatype is a global leader in software supply chain security, trusted by more than 2,000 organisations including 70 percent of the Fortune 100 and over 15 million developers worldwide. As the founding team behind Nexus Repository and the stewards of Maven Central, Sonatype brings unmatched open source expertise and cutting-edge AI-powered security solutions to enterprises at scale. We are looking for a Senior Product Support Engineer to join our growing India Innovation Hub in Hyderabad and help deliver world-class technical support across our product suite. Key Responsibilities - Debug, investigate, and resolve complex incidents related to Sonatype products and enterprise solutions - Replicate and analyse customer-reported issues to identify root causes and deliver timely resolutions - Collaborate with product management to assist in documenting and prioritising product enhancement requests - Summarise customer experiences and escalate critical issues to management with clear, concise communication - Contribute to and maintain the internal Knowledge Base to support continuous team learning - Respond to customer queries across multiple channels including support cases, email, live chat, and phone Required Qualifications - Minimum 6 years of experience supporting complex enterprise software environments - Working knowledge of the Java programming language and Java-based application troubleshooting - Familiarity with Linux command line tools and networking concepts such as HTTP, LDAP, SSL, proxies, and firewalls - Hands-on experience with scripting languages such as Python, Bash, or Groovy - Exposure to CI/CD tools like Jenkins or Bamboo and source code management platforms - Understanding of build tools such as Maven, Ant, npm, or NuGet - Experience with containerisation technologies including Docker and Kubernetes - Knowledge of SQL and relational databases, particularly H2 and PostgreSQL - Familiarity with cloud platforms such as AWS, Azure, or GCP - Experience with LDAP, SAML, Thread Dumps, and Heap Dumps is a strong advantage - Prior exposure to tools such as Sonatype, JFrog, Snyk, or WhiteSource is highly preferred - Exceptional written and verbal communication skills with a customer-first mindset Why Join Us Sonatype offers a dynamic, inclusive, and innovation-driven workplace where engineers are empowered to grow from Senior to Principal Product Support Engineers through a defined career path. With a Company Wellness Week, paid volunteer time off, parental leave, and a commitment to diversity and inclusion, Sonatype is a place where you can do your best work while bringing your whole self to the team.

- 6 or more years of enterprise software support experience - Java programming knowledge and Java application troubleshooting skills - Proficiency with Linux command line tools - Networking experience including HTTP, LDAP, SSL, and firewall configurations - Scripting experience in Python, Bash, or Groovy - Familiarity with CI/CD tools such as Jenkins and Bamboo - Knowledge of build tools including Maven, Ant, npm, and NuGet - Experience with Docker and Kubernetes container technologies - SQL and database knowledge, especially H2 and PostgreSQL - Cloud platform experience with AWS, Azure, or GCP - Understanding of LDAP, SAML, Thread Dumps, and Heap Dumps - Strong written and verbal communication skills

- Company Wellness Week with full shutdown for personal growth and rest - Paid Volunteer Time Off - Parental leave policy - Diversity and inclusion working groups - Flexible working practices - Career growth path from Senior to Principal Product Support Engineer - Equal opportunity workplace with an inclusive culture