Senior Technical Support Engineer – Tier 2

🕒 Julho 23

🗽 New York – Remoto

🗽 New York – Remote

💵 $100.000 - $115.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Oomnitza

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 $20.000.000 Series B em 2021-08

Consulting • Logistics • Marketing

A Oomnitza é uma provedora líder de soluções de gerenciamento de tecnologia empresarial que oferece ferramentas abrangentes de gerenciamento e automação de ativos de TI. A plataforma oferece visibilidade e controle sobre os ativos de tecnologia durante todo o seu ciclo de vida. Ela se integra perfeitamente aos sistemas existentes de TI, segurança, compras e negócios para agregar e normalizar dados, garantindo inventário preciso e automação de processos. A Oomnitza apoia processos empresariais essenciais, como integração de novos colaboradores, encerramento de contrato de colaboradores, preparação para auditorias de TI, previsão de compras e gerenciamento de ciclo de vida de SaaS. A empresa é reconhecida por sua capacidade de melhorar o desempenho da força de trabalho, otimizar as operações de TI e reduzir riscos de segurança e conformidade por meio de sua plataforma moderna e fácil de usar.

Descrição

• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.

🎯 Requisitos

• 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms. • Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution. • Proficiency in Jinja2 for automation and customisation tasks. • Solid understanding of SQL and experience querying databases to extract and manipulate data. • 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems. • Experience with AWS environments and cloud-based SaaS architectures. • Experience creating and troubleshooting workflows. • Experience with Webhooks. • Experience working with Enterprise companies with a customer-centric approach. • Experience using Jira and Zendesk. • Excellent communication skills, both verbal and written. • Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues. • Ability to work independently and as part of a team in a fast-paced, high-pressure environment. • Strong logic, critical thinking, and ability to think outside the box. • Highly self-driven learner who can quickly understand new technologies and systems. • Experience working closely with Engineering or SRE teams during incident investigations or escalations.

🏖️ Benefícios

• Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales • Market-competitive salary + equity • A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital