Senior Customer Support Engineer

About the Role

We are seeking a strategic, results-driven Senior Support Engineer to engage and enable App Omni’s customers. In this role, you will troubleshoot complex technical issues quickly while serving as a key collaborator between the support, product, and field teams. As a senior member of the team, you are expected to operate with a high degree of independence, managing complex cases to resolution and synthesizing customer feedback to drive product improvements.

Technical Support & Issue Resolution

• Provide L1/L2 triage of App Omni s core product and flagship integrations.
• Troubleshoot the majority of support tickets independently
• Answer customer questions through the Zendesk support queue
• Diagnose, troubleshoot, and solve problems both internally and externally
• Effectively determine which customer issues warrant escalation
• Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams
• Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering
• Represent the voice of the customer internally and advocate for key issues
• Continuously analyze and improve support processes to help build a world-class support organization
• Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles

• 4-5 years of experience in technical support or software development.
• Knowledge of Zendesk preferred
• Must-have knowledge of APIs and Postman
• Familiarity with JIRA/Confluence is a plus
• Experience with Google Cloud Logs, Sentry, and Chrome Dev tools a plus
• Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, Service Now, Workday) is desired
• Self-driven and self-motivated individual who thrives in a fast-moving environment
• A self-starter capable of mastering complex concepts with minimal assistance
• Deep curiosity and a willingness to go "above and beyond" to tackle significant problems
• High standards for detail, process, and quality
• Excellent prioritization skills are necessary
• Startup experience is a plus

Our talented team is collaborative and supportive as we move quickly to research and develop new ideas, deliver new features to our customers, and iterate on ideas and innovations. We accomplish this by focusing on our five core values:
Trust, Transparency, Quality, Customer Focus, and Delivery. Our team is determined to make a difference to positively impact our way of life by securing the technology that is changing the world.

App Omni is proud to be Certified by Great Place to Work, as we seek to build a culture where all employees feel appreciated and supported, especially with clear and honest leadership, employee recognition, and an environment that fosters innovation and collaboration.

We believe diversity fuels innovation and drives growth by bringing a wealth of different perspectives and skills. We’re committed to fostering an inclusive environment where every employee feels valued, heard, and empowered to reach their full potential. Join us in building a workplace where we can all thrive.

App Omni is an equal-opportunity employer. Applicants will not be discriminated against because of race, color, creed, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity or expression, age, religion, disability, pregnancy, marital status, veteran status, medical condition, genetic information, or any other characteristic protected by law. App Omni is also committed to providing reasonable accommodations to qualified individuals with disabilities and disabled veterans in our job application procedures.

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