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Senior Technical Support Engineer
Remote, US
Posted on 11/17/2022
Remote • United States
Experience Level
Desired Skills
Apache Kafka
Customer Service
Data Analysis
Google Cloud Platform
  • + 5 years of relevant industry experience in technical support, professional services or software development
  • Experience with managing hosted services/SaaS including familiarity with Linux, shell, Kubernetes and Docker
  • Excellent problem-solving skills and passion for new technologies
  • Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person), with the ability to operate in a customer focused environment and advocate for customers across a cross-functional organization
  • Working knowledge of HTML / HTTP / REST / Postman
  • Intermediate understanding of Python
  • Experience with monitoring and log analytics tools (Grafana and Kibana preferred)
  • Bachelor's Degree in Computer Science, Information Technology or other related fields is preferred
  • Experience with Google Cloud Platform or other cloud computing platforms is preferred
  • By troubleshooting challenging technical issues reported by customers of all sizes over various channels like tickets, screen-share meetings and Slack
  • Effectively manage multiple inquiries, accurately prioritize requests based on business impact and urgency, and manage issues to ensure timely resolution through established incident and problem management practices
  • Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success
  • Identify, reproduce, triage and report defects to the appropriate Engineering team, and mitigate the criticality of the issue by providing creative workarounds
  • Mentor team members into highly skilled troubleshooting experts
  • Regularly contribute to the Knowledge Base and improve processes and tools to help the team continually improve efficiency and effectiveness
  • Maintain a collaborative working relationship with Success, Professional Service, Engineering and Product teams
  • Submit feature requests to the Product team
  • Discover your ideal remote work-life balance: As a Digital First company, we empower you to adapt your schedule for what works best for you, so you can collaborate with co-workers in different time zones while also meeting your own personal needs
  • Enjoy the freedom to find your own solutions: You will have the freedom to find solutions from scratch, which is both a challenge and a responsibility. There won't be anybody standing over you telling you what to do. And, all of this in a complex distributed system capable of handling and processing large amounts of data every second: we're currently logging +550 TB of data, indexing +120TB, and have Kafka with +2800 messages/second!
  • Work with the latest technologies: We don't use technologies just for the sake of it. Instead, we maximize your potential by choosing the right languages and tools. If there's a technology that solves the problem better, you'll have the flexibility to propose changes. To learn more about our current tech stack, check out our technologies section below
  • Ego-free culture of helping each other: At Onna, we work hard, but don't have the need to show off: our culture is defined by staying humble, helping each other and encouraging growth. Here you'll find a safe space to express yourself and contribute your point of view. You know how best to do your job, so we won't constantly look over your shoulder
  • Evolve with endless growth opportunities: No matter your professional goals, we'll stand beside you to achieve them. The growth opportunities within Onna are truly endless - whether you want to expand to become a tech lead, pivot into product management or switch to back-end coding

51-200 employees

Information governance
Company Overview
Onna was launched to solve one of the monumental data challenges: how to make everybody's proprietary information accessible, useful, and private. Large organizations use on average 175 apps for daily work tasks. But as these apps proliferate, they easily become separate, siloed stores of data. Onna's biggest goal is to help business and IT leaders make sense of the vast amounts of information in their organizations and turn that information into knowledge.
  • Flexible vacation and PTO policies
  • Medical, vision & dental coverage
  • Remote working stipend
  • Monthly gym stipend
  • Monthly group activities
  • Professional development stipend