Customer Support Engineer

AppOmni • Denver, CO

2d • $90,000 - $135,000

About The Position

We are seeking a strategic, results-driven Support Engineer to engage and enable AppOmni’s customers. In this role, you will troubleshoot complex technical issues quickly while serving as a key collaborator between the support, product, and field teams. As a senior member of the team, you are expected to operate with a high degree of independence, managing complex cases to resolution and synthesizing customer feedback to drive product improvements.

Requirements

• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
• 1-2 years of experience in technical support
• Ideal candidates have the ability to understand the technical complexity, a keen sense for managing people, 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
• AppOmni is a technical security product, so ideally you are a security engineer and enjoy learning new technologies
• 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
• Four years of technical support or software development
• Ability to learn technical concepts and translate them to business solutions for customers
• Conversationally fluent in spoken English and written English

Nice To Haves

• Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required.

Responsibilities

• Technical Support & Issue Resolution Answer customer questions through our support queue
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Diagnose, troubleshoot, and solve customer problems with the help of product and CS 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
• Become deeply familiar with 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

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
• and a monthly wellness benefit reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees