Oomnitza · 1 month ago
Senior Technical Support Engineer
United States
Full-time
Remote
Mid, Senior Level
3+ years expOomnitza offers the industry’s most versatile Enterprise Technology Management platform that orchestrates and automates key business processes for IT. We are seeking a skilled tier 2 Support Engineer to join our dynamic team, where you will provide top-tier technical support to our customers, ensuring their issues are resolved promptly and effectively.
Enterprise SoftwareInformation TechnologySaaSSoftware
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
Qualification
Required
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
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
Preferred
Experience in a start-up environment and/or automated asset management software solutions
Experience with Webhooks
Experience using Jira and Zendesk
Benefits
Healthcare for dependents and spouse
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.
Company
Oomnitza
Oomnitza is an Enterprise Technology Management solution providing a single source of truth for endpoints, applications, Cloud & networking.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$35.11MKey Investors
C5 CapitalBowery Capital
2021-08-26Series B· $20M
2020-08-10Series A· $12.5M
2015-03-25Seed· $2.36M
Leadership Team
Robert Potter
Chief Executive Officer
Trent Seed
Co-Founder, Chief Architect
Recent News
2026-01-05
Alchemist Accelerator
2026-01-05
2025-09-08
Company data provided by crunchbase