Senior Support Engineer, Sonar
+ Discretionary Company Growth Bonus
More information about location
3 days a week in office
Code verification for the AI era
Job no longer available
Code verification for the AI era
501-1000 employees
Job no longer available
+ Discretionary Company Growth Bonus
More information about location
3 days a week in office
501-1000 employees
Company mission
To enable developers and development teams to write clean code and remediate existing code organically, so that they can focus on the work they love and maximize the value they generate for businesses.
Role
Who you are
- As a Principal Support Engineer, you are a master of your craft
- You have a deep understanding of the entire IT landscape, not just individual devices
- You act as a critical player in maintaining the company's IT infrastructure and security
- 10+ years of progressively responsible experience in a technical support or engineering role
- This is a senior position influencing global strategy; it requires a deep, proven track record in global, fast-moving organizations
- Proven ability to handle complex, high-profile, and critical customer issues
- This includes managing and driving a resolution for technical problems that have been escalated through multiple tiers of support
- Demonstrated experience in a leadership or mentorship capacity
- This is crucial
- The Principal Engineer isn't just an individual contributor; they are a "knowledge multiplier" who trains and elevates the skills of others on the team
- Experience in a "problem prevention" and "root cause analysis" role
- A Principal Engineer doesn't just fix problems; they identify and address the underlying issues to prevent them from recurring
- This includes analyzing trends, identifying system bottlenecks, and proposing long-term solutions
- Experience in creating and implementing support processes and best practices
- This includes developing internal documentation, standard operating procedures, and knowledge base articles that improve team efficiency and customer outcomes
- Demonstrated success in leading and driving continuous improvement efforts
- This could be a project to automate a repetitive task, improve incident response time, or streamline a troubleshooting process
- Deep Subject Matter Expertise (SME): Possesses an expert-level understanding of end-user infrastructure and corporate domain architecture
- Advanced Troubleshooting and Debugging: Ability to navigate complex systems, analyze logs and traces, develop ad hoc reporting
- System-Level Thinking: deep architectural views of how different systems and components interact with each other to provide a service to our internal customers
- This is about seeing the "big picture" of the IT infrastructure, not just a single endpoint
- Automation and Scripting: familiar with at least one scripting language (e.g. , Python, PowerShell) to automate tasks, create diagnostic tools, and improve operational efficiency
- Cloud and Infrastructure Knowledge: A strong understanding of cloud platforms (AWS, Azure, GCP), virtualization, networking, and security concepts
- Familiarity with evaluation and support of AI tools for Helpdesk and Customer workflows
- Data Analysis: passion for analyzing available data and system metrics (e.g. , using tools like Datadog, Splunk) to identify trends, pain points, and areas for improvement
- Mentorship and Coaching: Track record of success teaching, guiding, and developing the skills of junior and senior support engineers
- Strategic Communication: Excellent written and verbal English communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences, including senior leadership and customers
- Proactive and Self-Driven: A self-starter who takes ownership of issues and actively seeks out opportunities to improve processes and prevent future problems
- Consensus Building: The ability to lead and influence diverse technical solution teams, building consensus across multiple viewpoints and priorities
What the job involves
- A principal support engineer mentors junior team members, develops best practices for the department, and serves as a key contributor to the overall IT strategy
- You are a proactive force for security and stability, anticipating potential threats and fortifying the company's systems before a breach can even occur
- You are not just fixing a single user's issue; you are diagnosing complex system-wide problems and architecting solutions that prevent future issues
- You will manage the full lifecycle of employee IT support, from onboarding to offboarding, for a global company
- This includes handling IT equipment logistics, user access management, and ensuring data integrity
- You'll serve as a senior point of contact for daily IT incidents and service requests, resolving issues, and identifying long-term solutions
- Your role involves providing on-site and remote support, including potential travel to different office locations to assist with expansions or cover absences
- A key part of your work will be creating and maintaining comprehensive documentation to empower users and streamline internal processes
- You'll also manage relationships with IT vendors and drive continuous improvement by analyzing support data to enhance tooling and policies
- Finally, you'll oversee physical security systems, such as access control and security cameras
Our take
It has been reported that bug-prone software costs enterprises close to $3T every year, and with developers now handling higher volumes of code than ever, Sonar’s products automatically ensure that only clean code is embedded when they update software.
The company was founded in Switzerland in 2008, and has become a market leading platform for code quality control. While its first decade was encouraging, the period from 2018 and today has been an astounding period of hyper growth.
It has earned Unicorn status, opened up offices across Europe, as well as in the US and Asia, and counts the likes of NASA, Microsoft, and IBM amongst its customer base. Indeed, the vast majority of the Fortune 100 use Sonar.
With its position at the head of the market established, Sonar is aiming to expand its headcount and continue its momentum, especially in the US and Asia-Pacific, where the tech industry is booming
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Apr 2022
$412m
LATE VC
Nov 2016
$46.8m
LATE VC
Total funding: $458.8m
Company benefits
- Flexibility to work from home 2 days a week on Wednesdays and Fridays
- 401K Plan: Sonar US matches up to 4% of gross salary
- 90% healthcare premium coverage for employees, 60% for dependents
- Life and disability insurances fully paid by Sonar. Sonar covers 100% of Telemedicine for FTE whom are covered by Sonar medical
- EAP (Employee Assistance Program) Health Savings Accounts (HSA, FSA, DCFSA). Supplemental coverage is offered by EE's expense
- Hospital Indemnity, Accident, Critical Illness
- Pet Insurance
- Time Off: 25 PTO days plus additional days based on seniority and circumstances
- Commuting: Public transport reimbursement of 60% for annual subscription
- Free parking space
Company HQ
Vernier, GE
Leadership
Tariq Shaukat
(CEO)Previously a President and Advisor to the CEO/Board of Directors at Bumble. He also spent 4 years at Google as the President of Google Cloud and 4 years at Caesars Entertainment as CCO.
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