Boomi - Support Lead

Basic Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 6-11 years of experience as a Lead in handling and supporting integration projects in Boomi or related technology
• Self-starter, with strong analytical, problem-solving, communication and articulation skills
• Excellent client communication skills, Ability to understand customer problem and technical challenges
• Proven onsite and offshore coordination skills
• Proven experience leading and managing a team of support engineers across shift
• Strong leadership skills and the ability to motivate and manage teams
• Ability to adapt to new technologies/tools
• Must be adept in understanding complex functional and technical requirements

Technical Skills:

• Strong hands-on experience in supporting integration technologies such as REST APIs, SOAP, HTTP and related protocols.
• Solid technical capability in Cloud Integration, API integration or any cloud development experience (AWS, Azure, or Google Cloud) and integration services.
• Prior experience in technical support or a similar role, preferably with expertise in integration platforms.
• Familiarity with Boomi or similar integration tools or strong knowledge in Java/ APIs.
• Solid understanding of integration concepts, RESTful APIs, web services, and XML/JSON data formats.
• Experience working with databases
• Strong analytical and problem-solving skills
• Relevant certifications in Boomi or integration technologies are a plus

Roles and Responsibilities:

• Technical Support: Lead the maintenance of integration applications, Provide prompt and effective technical support to customers experiencing issues with the Boomi integration platform
• Issue Resolution: Diagnose and troubleshoot customer-reported issues, ensuring timely and accurate resolution.
• Customer Communication: Maintain clear and concise communication with customers, keeping them informed about the status of their support tickets and providing updates on issue resolution progress. Manage client from offshore, co-ordinate with onsite and offshore teams
• Knowledge Sharing: Contribute to the knowledge base by documenting common issues, solutions, and best practices to facilitate efficient problem resolution
• Collaboration: Work closely with cross-functional teams, including development and other stakeholders to escalate and resolve complex issues. Need to understand integration requirements and provide technical solutions
• Continuous Improvement: Proactively identify areas for improvement in processes, tools, and documentation to enhance overall customer support effectiveness
• Mentor and guide junior integration team