[Hiring] Customer Support Engineer @AppOmni

Role Description

We are seeking a strategic, results-driven Support Engineer to engage and enable AppOmni’s customers. In this role, you will troubleshoot complex technical issues quickly while serving as a key collaborator between the support, product, and field teams. As a senior member of the team, you are expected to operate with a high degree of independence, managing complex cases to resolution and synthesizing customer feedback to drive product improvements.

What You'll Do:

• 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

Qualifications

• Self-driven and self-motivated individual who enjoys a fast-moving and constantly changing environment. Startup experience is a plus.
• 1-2 years of experience in technical support
• Ability to understand technical complexity, manage people, and get things done
• Deep curiosity and the ability to tackle big problems
• Zendesk knowledge required
• Experience working with end users in professional environments
• Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required
• Ideally a security engineer with a passion for learning new technologies
• 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 concepts with minimal assistance
• Four years of technical support or software development experience
• Ability to learn technical concepts and translate them to business solutions for customers
• Conversationally fluent in spoken and written English

Benefits

• Base Salary: The annual base salary compensation range in the U.S. for this role is: $90,000 - $135,000 USD
• Stock Options: Opportunity to be an integral part of our journey forward
• Home office stipend
• Generous paid time off
• Paid company holidays
• Paid floating holidays
• Paid parental leave
• Paid sick time and 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