Senior Technical Support Engineer - Tier 2 (East Coast)
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AI Summary
Oomnitza offers the industry’s most versatile Enterprise Technology Management platform that orchestrates and automates key business processes for IT. Our SaaS solution, with agentless integrations, best practices and low-code workflows, enables enterprises to leverage their existing infrastructure systems and automate processes such as offboarding, onboarding, audit readiness, refresh forecasting and more, thereby reducing reliance on error-prone manual tasks and tickets. We help some of the most well-known and innovative companies to improve efficiency, expedite audits, mitigate cyber risk and eliminate redundant IT spend.
We are looking for a Senior Technical Customer Support Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and has the ability to self-learn while delivering exceptional customer experiences. This role requires strong technical skills, experience with API troubleshooting, and a collaborative, customer-centric mindset.
We are looking for this person to be East Coast based and work Eastern hours.
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Serve as the point of contact for complex customer inquiries, issues, and escalations.
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Troubleshoot and resolve issues related to integrations, workflows, and platform performance.
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Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.
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Comfortable communicating with both technical and non-technical stakeholders.
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Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.
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Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.
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Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.
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Demonstrate an understanding of HTTP response codes and their significance in integration debugging.
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Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.
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Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.
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Pull and review logs to identify errors, analyse root causes, and implement effective solutions.
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Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts.
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Utilize Jinja2 to develop and maintain scripts and tools for automation and customization.
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Review and analyze workflows, imports, and system configurations to identify performance issues or failures.
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Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.
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Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team.
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Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.
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Provide structured investigation updates to customers during incident response.
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2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.
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Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.
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Proficiency in Jinja2 for automation and customisation tasks.
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Solid understanding of SQL and experience querying databases to extract and manipulate data.
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2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.
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Experience with AWS environments and cloud-based SaaS architectures.
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Experience creating and troubleshooting workflows.
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Experience with Webhooks.
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Experience working with Enterprise companies with a customer-centric approach.
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Experience using Jira and Zendesk.
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Excellent communication skills, both verbal and written.
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Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues.
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Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
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Strong logic, critical thinking, and ability to think outside the box.
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Highly self-driven learner who can quickly understand new technologies and systems.
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Experience working closely with Engineering or SRE teams during incident investigations or escalations.
- Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales
- Market-competitive salary + equity
- A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital
The base salary range for this position is: $100-115k
Oomnitza recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.
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