Would you like to be part of a fast-growing startup where there’s always something new for you to solve, where we will help you grow without limits, and where we all help each other within an ego-free culture?

This opportunity may interest you! 

At Onna, our product helps companies such as Dropbox, Electronic Arts, Lyft, Carvana and others to turn their disparate and disconnected information from workplace applications (Slack, Microsoft 365, Google Workspace, and more) into knowledge that is accessible, useful, and private. To learn more about our Knowledge Integration Platform, visit www.onna.com.

* This position working hours will be based on Pacific Time Zone schedule. 

What is it like to work at Onna?

• Discover your ideal remote work-life balance: As a Digital First company, we empower you to adapt your schedule for what works best for you, so you can collaborate with co-workers in different time zones while also meeting your own personal needs. 
• Enjoy the freedom to find your own solutions: You will have the freedom to find solutions from scratch, which is both a challenge and a responsibility. There won’t be anybody standing over you telling you what to do. And, all of this in a complex distributed system capable of handling and processing large amounts of data every second: we're currently logging +550 TB of data, indexing +120TB, and have Kafka with +2800 messages/second!
• Work with the latest technologies: We don’t use technologies just for the sake of it. Instead, we maximize your potential by choosing the right languages and tools. If there’s a technology that solves the problem better, you’ll have the flexibility to propose changes. To learn more about our current tech stack, check out our technologies section below.
• Ego-free culture of helping each other: At Onna, we work hard, but don’t have the need to show off: our culture is defined by staying humble, helping each other and encouraging growth. Here you’ll find a safe space to express yourself and contribute your point of view. You know how best to do your job, so we won’t constantly look over your shoulder.
• Evolve with endless growth opportunities: No matter your professional goals, we’ll stand beside you to achieve them. The growth opportunities within Onna are truly endless – whether you want to expand to become a tech lead, pivot into product management or switch to back-end coding.

Company benefits with you in mind

At Onna, we truly care about each other. To nurture your career with us, we create a culture of openness and offer plenty of resources to support your growth, mental health and well-being:

• Competitive salary package, including an annual bonus and equity.
• Recharge and disconnect with our flexible paid time off policy.
• We all take a break with quarterly Onna Wellbeing Days.
• Home-office setup budget so you can create your ideal remote workspace.
• Monthly stipend to support working from home
• Competitive health insurance package, based on your region.
• 401(k) with matching contribution (US).
• Yearly learning and development budget.
• Take your birthday off. Birthday on a weekend? Choose a day and enjoy.
• Frequent virtual social activities at the team and company level, as well as in-person team gatherings whenever possible. We are Digital First, but we’re definitely not digital only! We value togetherness and we love seeing each other's faces!

What technologies will you work with?

We’re a cloud-based software as a service (SaaS) company that currently uses cutting-edge technologies like Machine Learning, Docker, Kubernetes, Kafka, Elasticsearch, and the latest versions of Python and Angular. 

For this reason, you’ll thrive at Onna if you feel comfortable engaging with the cloud ecosystem, REST, and Python. 

What will make you succeed in the position?

• + 5 years of relevant industry experience in technical support, professional services or software development
• Experience with managing hosted services/SaaS including familiarity with Linux, shell, Kubernetes and Docker
• Excellent problem-solving skills and passion for new technologies
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person), with the ability to operate in a customer focused environment and advocate for customers across a cross-functional organization
• Working knowledge of HTML / HTTP / REST / Postman
• Intermediate understanding of Python
• Experience with monitoring and log analytics tools (Grafana and Kibana preferred)
• Bachelor’s Degree in Computer Science, Information Technology or other related fields is preferred
• Experience with Google Cloud Platform or other cloud computing platforms is preferred

What will be your mission?

In this role, you’ll leverage strong technical and customer service skills to confidently lead clients through the diagnosis and resolution of the most complex and technical problems we face with a high degree of customer satisfaction and provide an experience that will make you every client’s favorite support person!

How will you achieve it?

• By troubleshooting challenging technical issues reported by customers of all sizes over various channels like tickets, screen-share meetings and Slack 
• Effectively manage multiple inquiries, accurately prioritize requests based on business impact and urgency, and manage issues to ensure timely resolution through established incident and problem management practices
• Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success
• Identify, reproduce, triage and report defects to the appropriate Engineering team, and mitigate the criticality of the issue by providing creative workarounds
• Mentor team members into highly skilled troubleshooting experts 
• Regularly contribute to the Knowledge Base and improve processes and tools to help the team continually improve efficiency and effectiveness
• Maintain a collaborative working relationship with Success, Professional Service, Engineering and Product teams
• Submit feature requests to the Product team

In short, if you want to join a company where you can continue to grow personally and professionally, where you can achieve real work-life balance, and where you will work on a very collaborative team with authentic people you can rely on…

APPLY NOW!

The intended compensation range for this role is 90k - 145k USD annually. Note that these numbers are not a guarantee of final offer, and may change based on location, experience, background and/or internal company policy.

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Onna is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You must have authorization to work in the location the position is posted.

All of your information will be kept confidential according to EEO guidelines. To view our privacy policy, please visit here.