Support Engineer, Mulesoft | ANZ

  • Company:
    Salesforce.com, Inc
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    23 hours ago
  • Category:
    General

**Job Category**

Products and Technology

**Job Details**

MuleSoft’s Customer Support team is looking for talented individuals with a passion for researching complex technologies and a track record of high customer satisfaction to help our team drive customer success with MuleSoft products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency and the strength of the solutions we provide to our customers.

This role will be located in our Sydney, MuleSoft office.

As our business is growing, we’re looking to expand our team and have a number of opportunities available, such as the following:

**Senior Integration and API Support Engineer**

**You’ll find yourself researching new technologies every day, including Web Services, HTTP, JMS, JEE application servers and many types of Enterprise Software. This role will give you an opportunity to build expertise and fast track your career towards customer-facing technical roles, and your successes will have impact across the company.**

What you’ll achieve:

3 months

+ Hit the ground running, mastering the main Anypoint products and the support process and tools

+ Become familiar with the differing Web Services, HTTP, JMS, JEE application servers, and many types of Enterprise Software

+ Quickly isolate the root cause of an issue when it arises and provide a practical solution

+ Ability to explain technical issues to a variety of audiences, including enterprise clients and experienced software developers/architects

+ Collaborate with experts in other fields, such as Engineering, Consulting, and Sales

12 months

+ Expand your Anypoint products knowledge while addressing customer inquiries and triaging issues

+ Full member of our support team, capable in handling inquiries and problems of all MuleSoft Anypoint products, delivering outstanding service for MuleSoft customers

+ Improve internal processes and increase efficiency, and are eager to elevate the team and company’s performance

What you’ll need to be successful:

+ Bachelor’s degree in CS or equivalent industry experience

+ Must have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework

+ Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)

+ Deep knowledge of Internet technologies and protocols such as HTTP and FTP

+ Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS*, and SOA/Integration technologies

+ Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc. Knowledge of Open Source business and/or past contributions to open source projects is also favorable

**Cloud and Platform Support Engineer**

**You will provide technical support for MuleSoft Anypoint Platform (Cloud and On-Premise) customers. The Cloud and Platform Support Engineer brings a deep understanding of Internet technologies, networking, systems engineering, Cloud and security to the team, helping our customers to securely extend and connect their data centers to Anypoint Platform cloud, or deploying the Anypoint Platform platform in their datacenter.**

In this role you will:

+ Help customers with challenging complex technical issues and quickly learn new technologies. Main area of focus would be: Networking, IPSec Tunnels, Identity Management, Containers and Cloud Platforms

+ Directly engage with DevOps, engineering and product to triage and provide quantified feedback to help and improve our products

+ Drive outstanding customer experience

+ Promote knowledge sharing in the team, by contributing to the knowledge base, blogs, and brown bag lunches

+ Help improving and optimizing support processes, and build support tools for our customers and internal teams

+ Engage with other cross-functional teams to review and improve customer engagement with MuleSoft Support and products

+ Help maintaining MuleSoft Support as a differentiator

+ Be part of the best team in the business and make it even better

What You’ll Achieve:

30 days:

+ You will be able to hit the ground running, master Anypoint Platform connectivity model including VPC and VPN provisioning and troubleshooting. You will get familiar with MuleSoft core products and business training

60 days:

+ You will expand your Anypoint platform and products knowledge and get certified, while addressing customer inquiries and triaging issues of connectivity

90 days:

+ You will be capable in handling platform inquiries and issues, and consult customers on network and security architecture

What you’ll need to be successful:

+ 5+ years demonstrated expertise implementing, and supporting Enterprise-grade technical systems and networking solutions meeting complex business requirements

+ Extensive experience with Internet technologies and protocols like TCP/IP, VPN/IPSec, SSL/TLS and HTTP

+ Hands-on experience with public and private cloud services, such as AWS, Openstack, VMWare, Pivotal Cloud Foundry as well as proxies, load balancers and networking devices

+ Deep knowledge of Linux fundamentals

+ Design, development and operations experience with highly-available, scalable, and fault tolerant systems

+ Excellent written and verbal communication skills and strong cognitive ability especially with respect to understanding, documenting, and describing complex technical subjects

+ Bachelor’s degree in CS or equivalent industry experience

*LI-Y

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