kAs a Technical Support Engineer, you will be the primary point of contact for customers seeking technical assistance with our products (SonarLint, SonarQube, SonarCloud). You will provide expert-level support, troubleshoot complex issues, and guide users through installation, configuration, and ongoing usage. A key aspect of this role involves helping customers integrate SonarSource products into their CI/CD pipelines. You will be a product expert, a problem-solver, and a customer advocate, helping to ensure our users have a positive experience with SonarSource.’
Responsibilities
- Customer Support:
- Provide timely and effective technical support to SonarSource customers via various channels (e.g., email, support portal).
- Diagnose and troubleshoot a wide range of technical issues related to product installation, configuration, integration, and usage.
- Clearly and effectively communicate technical information to customers with varying levels of technical expertise.
- Manage and prioritize support cases, ensuring timely resolution and follow-up.
- Act as a customer advocate, representing their needs and concerns to internal teams.
- Problem Resolution:
- Investigate and resolve complex technical problems, working independently or collaborating with other teams (engineering, product) as needed.
- Reproduce customer issues in-house to isolate and identify root causes.
- Document and track issues using our ticketing system, ensuring accurate and complete records.
- Knowledge Management:
- Create and maintain knowledge base articles, FAQs, and tutorials to empower customers to resolve issues independently. This includes documentation specifically focused on CI/CD integration best practices.
- Contribute to improving support processes and documentation.
- Product Expertise:
- Develop a deep understanding of SonarSource products, their features, functionalities, and integrations.
- Stay up-to-date with the latest product releases and updates.
- Provide feedback to the product and engineering teams on recurring issues and customer feedback to help improve product quality and usability.
- CI/CD Integration:
- Assist customers with integrating SonarSource products (SonarQube, SonarCloud) into their CI/CD pipelines (e.g., Jenkins, GitLab CI, Azure DevOps, CircleCI, Travis CI, GitHub Actions).
- Provide guidance and best practices for configuring SonarScanners within various CI/CD environments.
- Troubleshoot issues related to CI/CD integration.
