Senior Technical Support Engineer

November 20

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Oomnitza

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Enterprise • SaaS • Compliance

Oomnitza is a leading provider of Enterprise Technology Management solutions that offers comprehensive IT asset management and automation tools. The platform provides visibility and control over technology assets across their entire lifecycle. It integrates seamlessly with existing IT, security, procurement, and business systems to aggregate and normalize data, ensuring accurate inventory and process automation. Oomnitza supports key business processes such as onboarding, offboarding, IT audit readiness, procurement forecasting, and SaaS lifecycle management. The company is noted for its ability to improve workforce performance, streamline IT operations, and reduce security and compliance risks through its modern, user-friendly platform.

51 - 200 employees

🏢 Enterprise

☁️ SaaS

📋 Compliance

💰 $20M Series B on 2021-08

📋 Description

• Act as a liaison between customers and Oomnitza, delivering exceptional service and addressing customer needs promptly and effectively. • Convey information effectively, adapting tone and method to suit different contexts and audiences. • Take daily customer calls and respond to tickets, providing advanced technical support and troubleshooting assistance. • Demonstrate experience working with Fortune 500 companies, understanding their unique requirements and delivering exceptional support. • Diagnose and resolve complex software issues, documenting actions taken for tracking and analysis. • Troubleshoot and resolve issues related to API functionality • Create and troubleshoot Workflow related inquiries • Ticket Management: Prioritize support tickets based on severity and collaborate with the engineering team to ensure timely resolution. • Multitask effectively, managing multiple cases simultaneously while maintaining a high level of customer satisfaction. • Utilize your experience with Jinja2/Python to develop and maintain scripts and tools for automation and customization. • Pull and review logs to identify errors, analyze root causes, and implement solutions to resolve issues effectively. • Leverage your SQL expertise to query databases and extract relevant information to support troubleshooting efforts. • Thrive in high-intensity environments, handling escalations with professionalism and composure to deliver prompt resolutions. • Responsible for escalating issues that are unable to be resolved by Tier 2 to the appropriate Engineer • Documenting support-related processes and procedures (SOP) • Maintaining Service Level Agreements (SLA) on tickets

🎯 Requirements

• 3+ years experience in a Tier 2 support role, providing advanced technical support to customers. • Strong proficiency in Jinja2/Python for automation and customization tasks. • Solid understanding of SQL and experience querying databases to extract and manipulate data. • 3+ yrs experience in troubleshooting and resolving issues related to API functionality and bi-directional integrations between two systems • Experience working with Fortune 500 companies, demonstrating a customer-centric approach and understanding of enterprise-level requirements. • Experience creating and troubleshooting workflows • Experience in a start-up environment and/or automated asset management software solutions preferred • Experience with Webhooks • Experience using Jira and Zendesk • Ability to thrive in fast-paced, high-pressure environments and handle escalations with professionalism and urgency • Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical audiences. • Exceptional customer service skills with a friendly and approachable demeanor. • Ability to think outside the box • Strong logic and trouble-shooting skills • Exceptional problem-solving skills and attention to detail, with a track record of effectively diagnosing and resolving complex technical issues. • Ability to work independently and also as part of a team

🏖️ Benefits

• Healthcare for dependents and spouse • A progressive, healthy work culture with excellent opportunities for professional and personal development. • 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. • A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by C5 Capital, Shasta Ventures, Riverside Acceleration Capital, and Hummer Winblad • Dental & Vision Insurance • Employee equity plan • Health Insurance for your spouse and dependents • Pension, Life insurance and Income protection • Remote working & flexible work schedules Working from home equipment allowance • Regular, fun social events and workshops.