[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. AppOmni is a company focused on preventing SaaS data breaches by providing comprehensive SaaS security solutions. They are seeking a strategic Support Engineer to troubleshoot technical issues and collaborate with various teams to enhance customer experience and product quality.

Responsibilities

• Answer customer questions through our support queue
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Diagnose, troubleshoot, and solve customer problems with the help of product and CS colleagues
• Take ownership of pushing cases to resolution including working with product, engineering, and Customer Success teams
• Help us track support metrics and share findings you identify
• Become deeply familiar with AppOmni’s platform and product offering
• Help build a world class support organization
• Continuously analyze and improve our support process
• Represent customers internally and advocate for key issues
• Ensure AppOmni customers are maximizing the value of their AppOmni deployment

Skills

• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment
• 1-2 years of experience in technical support
• Ability to understand the technical complexity
• A keen sense for managing people
• Great ability to get stuff done
• Deep curiosity and the ability to go above and beyond to tackle big problems
• Zendesk knowledge required
• Experience working with end users in professional environments
• Ability to triage, diagnose and drive to resolution customer support requests
• High standards for detail, process and quality
• A self-starter - able to come up to speed on complex, difficult concepts with minimal assistance
• Four years of technical support or software development
• Ability to learn technical concepts and translate them to business solutions for customers
• Conversationally fluent in spoken English and written English
• Startup experience is a plus
• Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required
• Ideally you are a security engineer and enjoy learning new technologies

Benefits

• Home office stipend
• Generous paid time off
• Paid company holidays
• Paid floating holidays
• Paid parental leave
• Paid sick time
• Paid family leave for applicable states
• Health insurance - medical, dental, and vision with HSA option
• LifeWorks Employee Assistance Program
• Company-provided life insurance
• AD&D
• STD/LTD and additional supplemental life insurance options
• 401(k) and Roth retirement saving accounts
• Monthly wellness benefit reimbursement

Company Overview

Company H1B Sponsorship