What is the role?
dotCMS is currently seeking a Senior Support Engineer. The Senior Support Developer investigates and resolves complex customer issues on the dotCMS platform. This position performs code investigations and deep dives into technical issues and provides both short—and long-term solutions to a wide range of technical problems. As a Senior Support Engineer working with US-based clients in a dynamic and fast-paced environment, you will tackle new and complex issues, continuously enhancing the product and codebase to support sophisticated environments and diverse use cases.
This role offers the opportunity to work on challenges that span the entire tech stack, requiring adaptability and a passion for problem-solving.Additionally, you will participate in an on-call rotation, ensuring critical support coverage and a seamless client experience. If you thrive on variety, enjoy solving complex problems, and are excited by the chance to work across the full stack, we’d love to connect with you.We're proud to be 100% remote! You may work remotely from any location that is compatible with standard U.S. business hours (unless specified otherwise).
Please note this is a Full Time Employee position, and we are unable to sponsor or take over sponsorship of an employment Visa at this time. What is dotCMS?Founded in 2003, dotCMS is the most agile, scalable, and secure content management system for enterprise. Built on leading Java technology, dotCMS is an open-source, universal content management system that gives developers the flexibility of a headless CMS while equipping marketers with no-code visual content authoring. Whether you're building a network of global websites, an employee intranet, a customer portal, or a single-page web application, dotCMS helps you manage content, images, and assets in one centralized location and deliver them to any channel. Some of our notable customers include Telus, Standard & Poor's, Hospital Corporation of America, Royal Bank of Canada, Deutsche Bank, Comcast, Vodafone, Thomson Reuters, Dairy Queen, Lennox International, Chewy.com, and O’Reilly Autoparts.Who are we, really?At “the dot,” you’ll find a diverse team of authentic individuals who share the goal of building the most agile, scalable, and secure content management system, delighting customers, and having a lot of fun doing it.
We’re a curious, innovative, and collaborative group that works from anywhere, having been 100% remote long before a pandemic required it. Working remotely is in our DNA, whether it’s to enjoy the beautiful views of new countries or just more “you” time outside of work. And since we don’t gather around the water cooler in an office, we like to gather around the cool waters of the Caribbean once a year for our regular off-site, where we blow off some steam and re-energize as a group. What you’ll bring to the teamAs a Senior Support Engineer, you will be responsible for the following, including but not limited to:
- Support: Provide remote technical support for dotCMS software products and services, including: interact directly with clients via a support ticketing system; reproducing and isolating customer-reported issues in configuration, implementation and/or dotCMS code; identify technical and creative solutions to client problems; communicate effectively with customers both to gather information about the problem and to deliver solutions and ensure customer satisfaction with the results.
- Troubleshooting & Root cause analysis: Perform deep investigation of technical issues with the dotCMS product, platform, and code base, and deliver solutions to a wide range of customer issues. Manage support requests for new issues unique to specific environments and use cases, while working to advance front-end, back-end, or full stack development skills.
- Technical Resolution: Resolve technical issues and requests about the product and implementations, including analyzing and debugging stack traces, Javascript, and Apache Velocity code, and submitting bug reports and enhancement requests. Provide feedback to R&D, documentation, and customer success on issues & resolutions.
- Projects: Contribute to other support-related technical and development projects as requested.
Why we get excited about you:
- 5+ years of server-side web development in a professional environment.
- 2+ years of customer-facing experience in a technical role.
- 3+ years developing OR managing Java web applications at scale.
- 2+ years DB/SQL, with PostgreSQL preferred.
- Experience in fast-paced and dynamic environments.
- Strong English communication skills and experience working with US-based clients.
- Bachelor’s degree or equivalent experience in a technical field.
- Proven track record of:
- Strong expertise in full-stack web technologies, foundational HTML, CSS, REST-based APIs, and Javascript.
- Deep experience in the operations and delivery of websites and applications, understanding the precepts of Site Reliability Engineering (SRE),
- Expertise in getting to the root of a problem, analyzing logs, debugging, and resolving issues,
- Solid understanding of backend development, including REST, GraphQL, and RESTful web services.
- Experience hosting Java/J2EE applications and building/hosting websites.
- Experience with public cloud platforms, particularly AWS.
- Understanding of web protocols, HTTP, SMTP, DNS, CDNs
- Experience configuring Firewalls, WAF rules, and SSL certificates.
- Expertise in Docker, containerization, and static/headless deployments.
- Knowledge of modern SSO authentication flows, including OAuth and SAML.
- Familiarity with modern JavaScript frameworks like Angular, React, Node.js, or Vue.js.
- Understanding of SPA delivery hosting, including static and SSR-based delivery.
Desirable skills:
- Experience debugging web applications, including Java, JavaScript, and other web-based applications.
- Ability to read and understand log messages and stack traces from various technologies.
- Professional use of containerization platforms like Docker, and Kubernetes is a plus.
- Experience with application logging and monitoring tools.
- The administration of cloud-hosted environments and AWS experience are a plus.
- Professional experience with version control systems like GitHub; familiarity with Zenhub is a plus.
- Experience deploying applications on Tomcat and Linux platforms.
- Understanding of Security principles and technologies, VPNs, VPCs, SSL/TLS, and Zero-trust.
Why should you join?If you have a great experience but are tired of being a cog in a giant corporate wheel, this job is for you. It’s a chance to create a new product marketing function at an established, growing company with a mature product in use by major global organizations. Everything you do every day, will make a huge impact on our company. Your work will be seen, felt, and recognized and your past experience valued. Your Compensation. We offer competitive compensation that allows you to make a great living for yourself and your loved ones.
Only full-time employees in the US or Canada are eligible for 401(k) plans in the US or RSP in Canada.Your Team. We are a humble, competitive, and small vendor making waves in our industry, and you will be part of a team that has your back. You never walk alone! We are a diverse and distributed team, and we offer annual company-paid training and development to our team members.Your Voice. Your voice matters to all of us, and we appreciate your opinion as we scale our company to the next level in an open and transparent environment.
We will periodically update the entire team on business performance and strategic initiatives and offer the stage for an entrepreneurial-minded professional to produce key initiatives that help to move the needle.Your Time. We are a 100% remote work company offering a home office allowance for equipment. We value you as an individual, team member, and professional. We can only expect you to deliver high performance within the right amount of your time. Therefore, you will have access to an Open PTO policy (after the first 90 days in the company) policy and a generous number of local company-paid holidays.Your Benefits.
Only for full-time employees, we offer a comprehensive medical/dental/vision plan with 100% monthly coverage for employees. Additionally, we provide up to 16 weeks of paid parental leave (in accordance with specific country legal regulations), as well as STD and LTD.dotCMS is an equal opportunity employer and prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
