Java Support Engineer

What is the role? 

dotCMS is currently seeking a Java Support Engineer - Tier 1. This role performs deep investigation of technical issues with the dotCMS product, platform, and code base, and delivers solutions to a wide range of customer issues.

This isn't a tedious position with a standard playbook – the majority of our support requests are for new issues unique to specific environments and use cases. But if you enjoy new and varied challenges, and the opportunity to advance in your front-end, back-end, or full-stack development skills, we'd love to talk to you.

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.

This is a full-time on-site contractor position based in Karachi. The work schedule is from 3:00 PM to Midnight local time (UTC+05:00), with a one-hour break. We are currently unable to sponsor or assume sponsorship of employment visas.

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 & Poors, Hospital Corporation of America, Royal Bank of Canada, Deutsche Bank, Comcast, Vodafone, Thomson Reuters, Dairy Queen, Lennox International, , 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. Our mission is to make content work for everyone by simplifying content creation and delivery to drive collaboration & engagement.

We are accountable, collaborative team players who take ownership and deliver excellence. As doers, we are driven by dedication and a strong work ethic. We are passionately dedicated, innovative, curious, and transparent, while remaining humble. Above all, we are customer-obsessed, focused on exceeding expectations with empathy and solutions-oriented thinking.

Working worldwide is in our DNA—whether it's from the beautiful beaches of South America, the bustling cities of Pakistan, the innovative hubs of the USA and Canada, or the charming landscapes of Europe. We embrace the diversity of new cultures and experiences while valuing "you" time to recharge and thrive. And since we are all distributed, 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 team: 

• Provide remote technical support for dotCMS software products and services, including:
  • Interact directly with clients via the support ticketing system and occasionally schedule video meetings
  • Reproduce customer-reported issues
  • Isolate-reported issues in configuration, implementation, and/or dotCMS code
  • Respond with technical and creative solutions to client problems
• Resolve technical issues and requests about the product and implementations, including:
  • Analyze and debug Java, JavaScript, and Apache Velocity code
  • Submit bug reports, enhancement requests, and suggested bug fixes
  • Build and deliver working sample code and examples
  • Provide feedback to R&D, documentation, and customer success on issues & resolutions
  • Participate in daily support stand-ups and regular development team meetings
  • Take part in rotating pager duty shifts to provide off-hours support for critical customer issues
  • Contribute to other support-related technical and development projects as requested

Why we get excited about you:

• 2+ years of Java development experience; full-stack a plus
• 2+ years experience with web technologies including HTML and CSS; SCSS a plus
• 2+ years with front-end or back-end scripting languages; JavaScript and Apache Velocity a plus
• Proven and demonstrable analytical, problem-solving, and communication skills
• Ability to speak and write English fluently
• Enjoys working in a team-oriented, collaborative environment
• Bachelor's Degree or equivalent experience in a technical field

Additional desirable experience

• Relational database administration; PostgreSQL a plus
• Developing on Linux; AWS Linux a plus
• Working with/within Docker containers; Kubernetes a plus
• Administrating cloud-hosted environments; AWS a plus
• Professional use of Version Control Systems; GitHub and Zenhub a plus
• Implementing JavaScript libraries and frameworks such as jQuery, Angular, React, and

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 everyday, 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. 

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 value you as an individual, team member, and professional. We can only expect you to deliver high performance within the right amount of You-time. Therefore, you will have access to an PTO policy (after the first 90 days in the company) and a generous number of local company-paid holidays.

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.