Appomni: Senior Customer Support Engineer

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Introduction

AppOmni is a leader in SaaS security, committed to preventing data breaches by delivering comprehensive security solutions. The company ensures that security teams have clear visibility into their applications, helping enterprises manage risks associated with third-party app connections, AI tool activities, and unauthorized SaaS usage. Recognized for its innovative approach and dedication to customer value, AppOmni has been acknowledged as one of the Frost Radar™ 2025 Leaders and a Great Place to Work®. With global enterprises trusting AppOmni for their SaaS security needs, the company is seeking strategic individuals to enhance their customer support team.

Job Role

AppOmni is looking for a Senior Customer Support Engineer who will play a critical role in engaging with customers and resolving complex technical issues promptly. The position requires collaboration with various teams, including support, product, and field operations. As a senior member of the support team, you will manage complicated cases independently and utilize customer insights to influence product enhancements.

Responsibilities

Technical Support & Issue Resolution

As a Senior Customer Support Engineer, your core responsibilities will include:

• Providing L1/L2 triage for AppOmni's flagship products and integrations, ensuring issues are addressed promptly.
• Troubleshooting support tickets independently, leveraging your skills and experience to provide effective solutions.
• Answering customer inquiries through the Zendesk support queue, ensuring clients receive timely assistance.
• Diagnosing and solving problems on both internal and external fronts, ensuring minimal disruption for clients.
• Determining escalation needs for customer issues and taking responsibility for cases until resolution.
• Keeping customers informed about ticket statuses and updates, nurturing transparency during the resolution process.
• Advocating for the voice of the customer internally, pinpointing key issues that require attention.
• Continuous improvement of support processes to establish a world-class support environment and create customer-facing documentation.

Required Skills

The ideal candidate should possess the following skills and qualifications:

• 4-5 years of experience in technical support or software development, demonstrating a robust understanding of the field.
• Familiarity with Zendesk is preferred, showcasing experience in handling support tickets efficiently.
• API knowledge and use of tools like Postman is crucial for successful troubleshooting and support.
• Familiarity with collaboration tools such as JIRA/Confluence is a plus.
• Experience with Google Cloud Logs, Sentry, and Chrome Dev tools will aid in diagnostic procedures.
• A working knowledge of common SaaS solutions (like Salesforce, M365, Zoom, Box) is desired, contributing to a deeper understanding of client systems.
• Self-motivated and self-driven nature, crucial for thriving in a fast-paced environment.
• Strong problem-solving and prioritization skills, ensuring that customer issues are addressed systematically and efficiently.
• Startup experience is a bonus, indicating adaptability and versatility in dynamic settings.

Company Culture

At AppOmni, employees are part of a collaborative and supportive team striving to enhance SaaS security. The culture emphasizes trust, transparency, quality, customer focus, and delivery. The organization is keen on fostering an environment that empowers employees, promoting innovation and acknowledging individual contributions. AppOmni embraces diversity, understanding that varied perspectives fuel innovation and operational growth. Employees are appreciated in a workplace where they feel valued and supported.

Compensation and Benefits

AppOmni provides a comprehensive rewards package focusing on financial, professional, and personal well-being:

• Base Salary: The annual salary range for the Senior Customer Support Engineer role is between $114,000 - $155,000 USD, influenced by the candidate’s skills and experience.
• Stock Options: Employees are offered stock options as a means to engage them in the company's future growth.
• Benefits: The company provides a home office stipend, generous paid time off (PTO), health insurance (medical, dental, vision), life insurance, 401(k) and Roth accounts, and a monthly wellness reimbursement, among other perks.

Work Environment and Application Process

This position allows for remote work, providing flexibility and a broad geographical reach for potential applicants. AppOmni emphasizes a supportive hiring process, welcoming applicants to discuss salary expectations early in the process.

Conclusion

The Senior Customer Support Engineer role at AppOmni presents a significant opportunity for those looking to impact CAC security positively within a leading company. If you thrive in a collaborative environment, possess the necessary skills, and seek a role that values diversity and innovation, consider applying to join the talented team at AppOmni.

This job offer was originally published on weworkremotely.com