Oomnitza

Senior Technical Support Engineer Tier 3 (Saas Platform)

Job Description

We are looking for a Senior Technical Customer Support Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and has the ability to self-learn while delivering exceptional customer experiences. This role requires strong technical skills, experience with API troubleshooting, and a collaborative, customer-centric mindset.


Customer Advocacy & Technical Support
  • 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.

    • Technical Troubleshooting & Investigation
  • 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.

    • Process & Knowledge Contributions
  • 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 2 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.

    • What We’re Looking For
  • 3+ 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.
  • 3+ 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.

    • 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.

    • Apply Now
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