Senior Customer Support Engineer

AppOmni • Denver, CO

15h • $114,000 - $155,000

About The Position

We are seeking a strategic, results-driven Senior 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

• 4-5 years of experience in technical support or software development.
• Knowledge of Zendesk preferred
• Must-have knowledge of APIs and Postman
• Familiarity with JIRA/Confluence is a plus
• Experience with Google Cloud Logs, Sentry, and Chrome Dev tools a plus
• Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, ServiceNow, Workday) is desired
• Self-driven and self-motivated individual who thrives in a fast-moving environment
• A self-starter capable of mastering complex concepts with minimal assistance
• Deep curiosity and a willingness to go "above and beyond" to tackle significant problems
• High standards for detail, process, and quality
• Excellent prioritization skills are necessary
• Startup experience is a plus

Responsibilities

• Provide L1/L2 triage of AppOmni's core product and flagship integrations.
• Troubleshoot the majority of support tickets independently
• Answer customer questions through the Zendesk support queue
• Diagnose, troubleshoot, and solve problems both internally and externally
• Effectively determine which customer issues warrant escalation
• Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams
• Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering
• Represent the voice of the customer internally and advocate for key issues
• Continuously analyze and improve support processes to help build a world-class support organization
• Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles

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
• 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