Note: The job is a remote job and is open to candidates in USA. AppOmni is a company that specializes in SaaS security, preventing data breaches through their comprehensive platform. They are seeking a strategic Support Engineer who will troubleshoot technical issues and collaborate with various teams to enhance customer experience and product improvements.
Responsibilities
- 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
Skills
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment
- 1-2 years of experience in technical support
- Ability to understand the technical complexity
- Keen sense for managing people
- Great ability to get stuff done
- Deep curiosity and the ability to go above and beyond to tackle big problems
- Zendesk knowledge required
- Experience working with end users in professional environments
- 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, difficult concepts with minimal assistance
- Four years of technical support or software development
- Ability to learn technical concepts and translate them to business solutions for customers
- Conversationally fluent in spoken English and written English
- Startup experience is a plus
- Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required
- Ideally you are a security engineer and enjoy learning new technologies
Benefits
- Home office stipend
- Generous paid time off
- Paid company holidays
- Paid floating holidays
- Paid parental leave
- Paid sick time
- 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
Company Overview
AppOmni helps manage SaaS security by detecting risks, monitoring activity, and simplifying access and compliance. It was founded in 2018, and is headquartered in San Mateo, California, USA, with a workforce of 201-500 employees. Its website is https://appomni.com/.Company H1B Sponsorship
AppOmni has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.
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