Customer Support Engineer at AppOmni in Remote

Summary: AppOmni is a company focused on preventing SaaS data breaches by providing comprehensive SaaS security solutions. They are seeking a strategic Support Engineer to troubleshoot technical issues and collaborate with various teams to enhance customer experience and product quality. 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 Required Qualifications: - 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 - A 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 Preferred Qualifications: - 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 Required Skills: Technical Support, Zendesk Important Skills: SaaS Solutions, Security Engineering Nice-to-Have Skills: Customer Advocacy 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