Manager, Product Support Engineering

Job description

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale. As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development. More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains. - At Sonatype we take a different approach to product support. Our worldwide team consists of talented technical contributors who see product support as an engineering challenge. We write code to quickly replicate customer environments, analyze data from customer systems to pinpoint problems, replicate issues from recorded activity, and more. Our team members work directly with development teams, sales, and customer success to ensure the best possible customer experience. There are lots of interesting technical challenges to solve every day, and many opportunities to learn new skills and technologies. - **In this role, you will not only provide hands-on technical support but also guide and mentor team members, help coordinate support operations, and contribute to the continuous improvement of our support organization.** ### 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