Full-Time

Customer Support Engineer

Posted on 6/11/2024

AppOmni

AppOmni

51-200 employees

Security solutions for SaaS applications

Cybersecurity
Data & Analytics

Senior

Remote in UK

Required Skills
Python
Zendesk
Salesforce
Requirements
  • At least 5 years of experience in a technical support engineering role supporting technology products with a focus on SaaS and/or Cybersecurity.
  • 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.
  • 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.
Responsibilities
  • Triage and address customer issues and technical questions through the 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 track support metrics and share findings.
  • Author KB articles based on common issues to help customers self-serve.
  • Become a Subject Matter Expert on AppOmni’s platform and product offering.
  • Help build a world-class support organization.
  • Continuously analyze and improve the support process.
  • Represent customers internally and advocate for key issues.
  • Ensure AppOmni customers are maximizing the value of their deployment.

This company specializes in providing robust SaaS security solutions, encompassing features such as configuration management, threat detection, and identity and access management. This focus on comprehensive security measures for SaaS applications establishes them as a leader in the field, ensuring a dynamic and secure working environment. Their emphasis on governance, risk, and compliance also demonstrates a commitment to maintaining high standards and continuous innovation in security technologies.

Company Stage

Series C

Total Funding

$120M

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

11%

2 year growth

67%
INACTIVE