[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesAnswer customer questions through our support queueDebug customer issues, create reproducible test cases for developers, and validate fixes and workaroundsDiagnose, troubleshoot, and solve customer problems with the help of product and CS colleaguesTake ownership of pushing cases to resolution including working with product, engineering, and Customer Success teamsHelp us track support metrics and share findings you identifyBecome deeply familiar with AppOmni’s platform and product offeringHelp build a world class support organizationContinuously analyze and improve our support processRepresent customers internally and advocate for key issuesEnsure AppOmni customers are maximizing the value of their AppOmni deploymentSkillsSelf-driven and self-motivated individual who enjoys a fast moving and constantly changing environment1-2 years of experience in technical supportAbility to understand the technical complexityA keen sense for managing peopleGreat ability to get stuff doneDeep curiosity and the ability to go above and beyond to tackle big problemsZendesk knowledge requiredExperience working with end users in professional environmentsAbility to triage, diagnose and drive to resolution customer support requestsHigh standards for detail, process and qualityA self-starter - able to come up to speed on complex, difficult concepts with minimal assistanceFour years of technical support or software developmentAbility to learn technical concepts and translate them to business solutions for customersConversationally fluent in spoken English and written EnglishStartup experience is a plusWorking knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not requiredIdeally you are a security engineer and enjoy learning new technologiesBenefitsHome office stipendGenerous paid time offPaid company holidaysPaid floating holidaysPaid parental leavePaid sick timePaid family leave for applicable statesHealth insurance - medical, dental, and vision with HSA optionLifeWorks Employee Assistance ProgramCompany-provided life insuranceAD&DSTD/LTD and additional supplemental life insurance options401(k) and Roth retirement saving accountsMonthly wellness benefit reimbursementCompany OverviewAppOmni helps manage SaaS security by detecting risks, monitoring activity, and simplifying access and compliance. It was founded in 2018, and is headquartered in San Mateo, California, USA, with a workforce of 201-500 employees. Its website is https://appomni.com/.Company H1B SponsorshipAppOmni has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.



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