Oomnitza

Senior Technical Support Engineer

Job Description

We are seeking a skilled tier 2 Support Engineer to join our dynamic team. As a tier 2 Support Engineer, you will play a crucial role in providing top-tier technical support to our customers, ensuring their issues are resolved promptly and effectively. Your expertise will be vital in troubleshooting complex problems, utilizing your knowledge of Jinja2/Python, SQL, and log analysis to identify and address errors efficiently.


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.

    • Apply Now
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