Senior Technical Support Engineer

Responsibilities:

• Customer Focus: Act as a liaison between customers and Oomnitza, delivering exceptional service and addressing customer needs promptly and effectively.
• Communication:  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

Qualifications:

• 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

What We Can Offer You:

• 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

Our Benefits Package:

• 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.