Manager, Product Support Engineering

Sonatype
Hyderabad
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Troubleshooting","Communication","Mentorship","Leadership","Cross-functional coordination"]

Lead product support engineering while guiding and mentoring junior support engineers. Debug and troubleshoot incidents with Sonatype’s enterprise software, replicate customer issues, and oversee case management for timely, high-quality responses. Review and approve escalations, coordinate across Engineering, Product, and Customer Success to resolve systemic issues, and maintain the Knowledge Base while contributing to continuous improvements.

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FursaFursa
Sonatype
Sonatype
2 days ago

Manager, Product Support Engineering

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead product support engineering while guiding and mentoring junior support engineers. Debug and troubleshoot incidents with Sonatype’s enterprise software, replicate customer issues, and oversee case management for timely, high-quality responses. Review and approve escalations, coordinate across Engineering, Product, and Customer Success to resolve systemic issues, and maintain the Knowledge Base while contributing to continuous improvements.
Location: Hyderabad
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Debug and troubleshoot incidents with Sonatype products and solutions while replicating customer issues.
  • •Respond to customer inquiries via support cases, email, chat, and phone and contribute to maintaining the Knowledge Base.
  • •Provide day-to-day guidance and mentorship to junior support engineers.
  • •Oversee case management workflows to ensure timely, high-quality customer responses and review/approve escalations.
  • •Coordinate with cross-functional teams (Engineering, Product, Customer Success) to streamline processes and resolve systemic issues.

Pay and Benefits

Perks:Parental LeaveVolunteer Time

Key Requirements

  • •Years of experience supporting complex enterprise software solutions.
  • •Familiarity with Java and comfort troubleshooting Java-based application issues.
  • •Strong communication skills (written and verbal) for summarizing, communicating, and escalating customer experiences.
  • •Familiarity with Linux command-line tools and networking concepts such as Sockets, HTTP, LDAP, proxies/firewalls, and SSL.
  • •Demonstrated ability to mentor, lead, or coordinate the work of others (formal or informal).
Experience:Enterprise software supportDeveloper toolsOpen sourceSoftware supply chain security
Skills:TroubleshootingCommunicationMentorshipLeadershipCross-functional coordination
Tech Stack:JavaLinuxPythonBashGroovyJenkinsBambooAntMavenNpmNuGetDockerKubernetesSQLH2PostgresLDAPSAMLHTTPSSL

Company Brief

Sonatype
Provides software supply chain automation and open-source governance solutions, including Nexus Repository, Nexus Lifecycle, and Nexus IQ, to help organizations manage, secure, and govern components across the software development lifecycle.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: Lexington, United States
Founded: 2008
WebsiteLinkedIn