AppOmni · 9 hours ago
Senior Customer Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$114K/yr - $155K/yr
4+ years expAppOmni is a company that prevents SaaS data breaches by delivering end-to-end SaaS security. They are seeking a Senior Support Engineer to troubleshoot complex technical issues and collaborate with various teams to enhance customer experience and product improvements.
Cloud SecurityCyber SecurityEnterprise SoftwareSaaSSoftware
Responsibilities
Provide L1/L2 triage of AppOmni'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
Qualification
Required
4-5 years of experience in technical support or software development
Must-have knowledge of APIs and Postman
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
Preferred
Knowledge of Zendesk preferred
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, ServiceNow, Workday) is desired
Startup experience is a plus
Benefits
Home office stipend
Generous paid time off
Paid company holidays
Paid floating holidays
Paid parental leave
Paid sick time and 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
Company
AppOmni
AppOmni helps manage SaaS security by detecting risks, monitoring activity, and simplifying access and compliance.
201-500 employees
H1B Sponsorship
AppOmni has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$123MKey Investors
The Syndicate GroupCisco InvestmentsThoma Bravo
2022-12-14Series C
2022-08-09Series Unknown
2022-06-06Series C· $70M
Leadership Team
Brendan O'Connor
CEO
Brian Soby
CTO and Co-founder
Recent News
2025-11-20
2025-11-19
Help Net Security
2025-11-03
Company data provided by crunchbase