Senior Product Support Engineer (Java/Maven/Heap Dump/Thread Dump)

Sonatype; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Parental leave

Diversity and inclusion groups

Flexible working

Job summary

Sonatype is hiring a Staff Product Support Engineer to join our Hyderabad team. You will debug and troubleshoot incidents, replicate customer issues, and collaborate with product management to prioritize enhancements.

You will communicate effectively with customers across cases, email, chat, and phone while maintaining our knowledge base and best practices. The role requires 6+ years of experience with enterprise software, familiarity with Java and Linux, and excellent written and verbal

Qualifications

• 6+ years of experience supporting complex enterprise software solutions.
• Familiarity with Java and Linux command line.
• Strong written and verbal communication skills.
• Experience with networking concepts (HTTP, proxies, LDAP).
• Experience with basic scripting (Python, Bash, Groovy) is a plus.

Responsibilities

• Debug, troubleshoot incidents with Sonatype products and solutions.
• Replicate customer issues and assist product management with enhancements.
• Summarize and elevate customer experiences to management.
• Contribute to and maintain the Knowledge Base and respond to inquiries via cases, email, chat, and phone.

Skills

Java

Linux

Customer support

Communication

Networking basics

Scripting

Tools

Jenkins

Docker

Kubernetes

Postgres

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 which lets us 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. And our Staff Product Support Engineer have a long-term career path that enables them to grow into Principal Product Support Engineer. Does this sound interesting? Great, we’re hiring now!

Job Responsibilities Include But Are Not Limited To

• Debug, and troubleshoot incidents with Sonatype products and solutions
• Replicate customer issues
• Assist product management in developing and prioritizing enhancement lists
• Summarize, communicate, and elevate customer experiences to management
• Contribute to and maintain Knowledge Base
• Respond to customer inquiries via support cases, email, chat and phone

Required Experience / Skills

• 6+ 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)

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 and associated tools (Jenkins, Bamboo, etc.)
• Component management 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
• Experience in Thread Dumps & Heap Dumps.
• Deployment/Configuration of Cloud platforms such AWS, Azure and GCP

Things 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

At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.