Senior Support Engineer

Who is Sonar? Sonar is driving the future of agent‑centric software development. As the leader in AI code review and verification, we solve a critical problem: ensuring that software generated by AI‑assisted developers or autonomous agents is reliable, secure, and maintainable. Integrating seamlessly with Claude Code, Codex, Cursor, GitHub Copilot, Gemini, and Devin, we help over 75% of the Fortune100 build trusted, reliable, compliant software. Customers who use Sonar are 44% less likely to report an outage due to AI‑generated code. We believe code verification is the critical missing link in the Agent‑Centric Development Cycle (AC/DC). Industry giants like Nvidia, ServiceNow, Booking.com, Goldman Sachs, AstraZeneca, and Ford Motor Company count on us to provide independent, explainable, consistent review and governance of their AI‑generated code via products like: SonarQube: The world’s leading AI code review and verification platform. SonarQube Foundation Agent: Currently topping the leaderboards for agentic software repair. SonarSweep & Sonar Context Augmentation: Providing the enterprise‑grade context and constraints agents need to be truly effective. Our team operates across global hubs in Austin, Bochum, Dubai, Geneva, London, Singapore, Tokyo, and WashingtonD.C. We move with a mindset we call CODE: Committed to our customers and community. Obsessed with quality. Deliberate in our decisions. Effective as one team. With over $400M in revenue and profitable, fast‑paced growth, we are building the backbone of the AI software revolution. If you’re hungry to have an impact, want to build at a fast pace, and ready to work at the forefront of AI, we want to hear from you. Impact You Will Have 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. You diagnose complex system‑wide problems and architect solutions that prevent future issues. You mentor junior team members, develop best practices for the department, and contribute 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 occur. What You Will Do Daily 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. Serve as a senior point of contact for daily IT incidents and service requests, resolving issues and identifying long‑term solutions. Provide on‑site and remote support, including potential travel to different office locations. Create and maintain comprehensive documentation to empower users and streamline internal processes. Manage relationships with IT vendors and drive continuous improvement by analyzing support data to enhance tooling and policies. Oversee physical security systems such as access control and security cameras. Experience You Will Need 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. The Principal Engineer is a knowledge multiplier who trains and elevates the skills of others on the team. Experience in a “problem prevention” and “root cause analysis” role. Identify and address underlying issues to prevent recurrence. Analyze trends, identify system bottlenecks, and propose long‑term solutions. Experience in creating and implementing support processes and best practices. Develop 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. Technical Expertise You Will Need Deep subject matter expertise: an expert‑level understanding of end‑user infrastructure and corporate domain architecture. Advanced troubleshooting and debugging: navigate complex systems, analyze logs and traces, develop ad hoc reporting. System‑level thinking: a deep architectural view of how different systems and components interact to provide service to internal customers. Automation and scripting: familiarity 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. Leadership Experience You Will Need Mentorship and coaching: a track record of 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. Benefits of Working with Sonar Flexible comprehensive employee benefit package. We encourage usage of our robust time‑off allocations. You will receive 23 days of PTO per calendar year (on a pro‑rated basis depending on your employment start date), with additional time provided for sickness, life events and holidays. We offer an exciting 401(k) plan that has a 4% match, fully vested on day one of participation. Generous discretionary Company Growth Bonus, paid annually. Fully paid parking in the heart of downtown Austin, Texas. Global workforce with employees in 20+ countries representing 35+ unique nationalities. We have an annual kick‑off that brings employees together worldwide to build relationships and set company goals. Monthly catered events and team events. We Value Diversity, Equity, and Inclusion At Sonar, we believe that our diversity is our strength. We are a global company that values and respects different backgrounds, perspectives, and cultures. We are committed to fostering a diverse and inclusive work environment where everyone feels valued and empowered to contribute their best. We are proud to be an equal opportunity employer and welcome all qualified applicants, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All offers of employment at Sonar are contingent upon the results of a comprehensive background check and reference verification conducted before the start date. We do not currently support visa candidates in the US. Applications that are submitted through agencies or third party recruiters will not be considered. If you need any accommodation, please reach out to us at View email address on click.appcast.io. #J-18808-Ljbffr SONAR