Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale.
As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development.
More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains.
Sonatype is seeking an experienced Senior Helpdesk Technician to join our global IT team. You will support our remote and on-site employees by troubleshooting issues across Windows, macOS, and SaaS platforms, managing hardware/software assets, and collaborating on key IT projects.
This is a hybrid position based out of our Hyderabad office, requiring in-person support during the week. The expected working hours for this role are from 10:00 AM to 7:00 PM IST.
A Day in the Job
As a Senior IT Helpdesk Technician at Sonatype, no two days are exactly the same—but here’s what a typical day might look like: Fielding and responding to helpdesk requests submitted via email, Slack, and our ticketing system, ensuring timely triage, resolution, or escalation in line with SLAs.Supporting both remote and onsite employees, assisting with access issues, device setups, application support, and general troubleshooting across Windows, macOS, and SaaS platforms.Documenting resolutions and runbooks for recurring issues to strengthen our knowledge base and improve future response times.Updating project statuses and task progress within Jira or Zendesk, collaborating with cross-functional teams on ongoing IT initiatives.Participating in weekly team check-ins and async updates to stay aligned with IT priorities, project deadlines, and ticket trends.Providing coverage for teammates during absences, ensuring continuity of support across all time zones where our employees operate.Managing hardware inventory and software licensing, including shipping devices to remote users, tracking asset status, and coordinating with vendors when needed.Identifying patterns in support tickets to recommend and implement improvements or proactive solutions that reduce recurring issues.Collaborating with security and compliance stakeholders to uphold IT policies and support secure, scalable practices.This role requires strong ownership, attention to detail, and a service-first mindset—our team only succeeds when you do.Core Key Soft Skills
Empathy & Patience - Understands user frustration, listens without judgment, and calmly guides them through issues — regardless of technical ability.Curiosity & Continuous Learning - Growth Mindset. Self-driven to explore, learn, and improve — whether it’s a new tool, an unfamiliar issue, or an opportunity to optimize a process.Strong Communication Skills - Explains complex technical problems clearly to non-technical users; adapts tone and approach depending on the audience.Accountability & Follow-Through - Takes ownership of issues from start to finish, keeps users informed, and doesn’t let things “fall through the cracks.”Emotional Intelligence Under Pressure - Maintains composure and professionalism during high-stress situations or when dealing with upset users.Team Collaboration & Mentoring - Actively supports colleagues, shares knowledge, and contributes to a culture of trust and mutual respect.Service-Oriented Mindset - Focuses on user experience, not just ticket closure — always aiming to resolve the root cause, not just the symptom.Communication - Fluency in the English language - spoken and writtenRequired Technical Skills (macOS-Centric & Cross-Platform)
macOS Diagnostic & Support ExpertiseDeep familiarity with macOS system architecture, Console logs, Activity Monitor, Disk Utility, and Terminal for troubleshooting.Experience with FileVault, system permissions, keychains, software updates, and MDM-enrolled devices.Troubleshooting common tools like Zoom, Slack, Microsoft Office365, Google Workspace, and printing/network issues.Device Management ExperienceComfortable with tools like InTune for Windows and Jamf, Kandji, or Mosyle for macOS deployment, patching, and policy enforcement.Experience supporting iOS and other Apple ecosystem devices is a plus.Basic Cross-Platform SupportFamiliarity with supporting Windows devices as needed.Advanced Understanding of network basics: Ethernet and Wi-Fi troubleshooting, VPN usage, DNS/DHCP.IT Ticketing Systems & Support ProcessesProficient in using and optimizing IT ticketing tools (e.g., Jira Service Desk, Zendesk, or ServiceNow).Skilled in prioritizing, categorizing, escalating, and documenting incidents with an SLA-aware mindset. Mastery of English reading and writing skills is required.Security Awareness & Best PracticesEnforces secure end-user behavior (e.g., MFA, passkey, phishing recognition, secure password practices).Familiar with endpoint protection, encryption (FileVault), and basic compliance considerations.Certifications & Experience
Experience: 4–6+ years in IT support, ideally in fast-paced software development and user-first environments with Windows and MacOS endpoints, Okta for IAM/SSO, and Google Workspace for productivity apps.Certifications (Nice to Have): Apple Certified Support Professional (ACSP) ITIL FoundationCompTIA A+ or Security+Growth Opportunities
Work closely with the SaaS Operations Administrator on account lifecycle management using Okta.Gain hands-on experience with Okta Workflows for onboarding/offboarding automationParticipate in projects using AI-driven toolsCollaborate with cross-functional teams (Security, HR, SaaS) on identity and access initiatives.Develop skills toward future roles in SaaS administration or IT automationThings that we are proud of
2023 Forrester Leader in SCA#1 ranked SCA2022 Frost & Sullivan Technology Innovation Leader Award: Sonatype earned Frost & Sullivan’s 2022 Global Technology Innovation Leadership Award in Development and Operations (DevOps) Security.NVTC 2022 Cyber Company of the Year: Sonatype was named Commercial Cyber Company of the Year and a Capital Cyber Award-winner by the Northern Virginia Technology Council (NVTC)2022 Annual Peer Award: Sonatype’s Nexus Lifecycle won a PeerSpot Silver Peer Award as a leading Enterprise Technology solution in the Software Composition Analysis category.2022 Best in Biz Award: Sonatype CEO Wayne Jackson was recognized as a Silver Winner in the Best in Biz Awards' Executive of the Year category.Tech Ascension Awards: Sonatype was named the Best DevOps Security Solution for Nexus Lifecycle and Nexus Firewall (Software Composition Analysis).BuiltIn Best Places to Work: Sonatype was named to the Washington DC 100 Best Places to Work list and Washington DC Best Midsize Places to Work list.Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest.Diversity & Inclusion Working GroupsParental Leave PolicyPaid Volunteer Time Off (VTO)LI-AL1
At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
