About AppOmni
AppOmni, a leader in SaaS Security, helps customers achieve secure productivity with their applications. Security teams and owners can quickly detect and mitigate threats using unmatched depth of protection, continuous monitoring, and comprehensive visibility. Trusted by over 25% of the Fortune 100, AppOmni specializes in securing diverse SaaS environments.
About the Role
AppOmni thrives off the success of our customers, and we're looking for a strategic, experienced, and results-driven Support Engineer to engage and enable AppOmni’s customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across AppOmni to accelerate the adoption of the AppOmni product.
As a Support Engineer, you will be required to troubleshoot and problem solve complex technical issues quickly. Key collaboration between support, product, and field teams will also form a critical part of being successful in this role. These teams all communicate constantly to drive great customer outcomes.
Our Support Engineering function is new and we look forward to staffing it with an experienced, talented, and dedicated team to provide an important part of the AppOmni experience. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers as part of the Customer Success organization. While the entire company has a customer focus, Support Engineers make champions out of our customers and provide a partnership experience through professional and accurate support.
What You’ll Do
- Triage and address customer issues and technical questions through our support queue.
- Diagnose, troubleshoot, and solve customer issues with the help of Product, Engineering, and Customer Success 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.
- Author KB articles based on common issues to help customers self-serve going forward.
- Become a Subject Matter Expert on 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.
What We’re Looking For
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
- At least 5 years of experience in a technical support engineering role supporting technology products with a focus on SaaS and/or Cybersecurity.
- Ideal candidates have the ability to understand the technical complexity, a keen sense for managing customer interactions, and a great ability to get stuff done. Deep curiosity and the ability to go above and beyond to tackle big problems are key.
- Zendesk knowledge required.
- Experience working with end users in professional environments.
- Working knowledge of common SaaS solutions such as Salesforce, M365, Okta, Workday, ServiceNow, is desired.
- Experience working with APIs and integrations.
- Software engineering experience (e.g. Python) is a plus.
- 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.
- Ability to learn technical concepts and translate them to business solutions for customers.
- Ability to participate in an on-call rotation.
- Conversationally fluent in spoken English and written English.
Culture
Our flexible, remote-first 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.
AppOmni 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.
