Technical Support Manager

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 solutionsReplicate customer issuesAssist Product Management in developing and prioritizing enhancement listsSummarize, communicate, and escalate customer experiences to managementContribute to and maintain the Knowledge BaseRespond to customer inquiries via support cases, email, chat, and phoneManagement & Leadership Responsibilities
Provide day-to-day guidance and mentorship to junior support engineersOversee case management workflows to ensure timely, high-quality customer responsesReview and approve escalations, ensuring technical accuracy and appropriate prioritizationCoordinate with cross-functional teams (Engineering, Product, Customer Success) to streamline processes and resolve systemic issuesLead or facilitate team meetings, knowledge-sharing sessions, and training initiativesContribute to hiring efforts through interview participation and onboarding support for new team membersAct as a point of contact for operational questions and serve as a liaison between the support team and managementRequired Experience / Skills
2+ years experience supporting complex enterprise software solutionsFamiliarity with the Java programming languagePassion for providing the best support experience possibleExceptional communication skills—written and verbalFamiliarity with Linux command-line toolsExperience 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 supportExperience 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 productsSoftware development (Java in particular)LDAP and SAMLDeployment/Configuration of cloud platforms such as AWS, Azure, and GCPPrior experience in a team-lead or supervisory role (preferred)