Senior Service Desk Technician
•BusinesswireHybrid· 5h
🎧 Support⏰ Full-time⭐ Senior💰 $85k-91k🇺🇸 San Francisco, USA
5h ago
Omnea·14 days ago
At Omnea, we’re reinventing how enterprise businesses operate, starting with the most painful parts: procurement – where a single purchase can drag on for months, trigger 50+ emails, and pull in Finance, Legal, Security, and IT just to get something approved.
We’ve raised $75M from Khosla Ventures, Insight Partners, and Accel to change that. Our AI-native platform connects every person, step, and system so buying is fast, safe, and efficient – one place to request, automated approvals and renewals, real-time supplier risk, and complete spend visibility.
The opportunity is massive. Every enterprise on the planet has this problem and nobody has solved it. We’ve 10x’d ARR to double-digit millions in 18 months and are trusted by global enterprises like Spotify, MongoDB, Monzo, and Albertsons. We’re now the 4th fastest growing startup in Europe & the Sunday Times' #1 Best Medium Sized Tech Company To Work for.
Our team previously scaled Tessian (cybersecurity tech, backed by Sequoia, Balderton, Accel, acquired post-Series C), and our team includes ex-founders operators who’ve grown unicorns, shipped world-class products, and executed at the highest levels. You’ll work alongside leaders like Ben, Abs, Sabrina, and Rebe.
We're looking for a Senior Customer Engineer to be the first senior technical customer hire in our New York office.
This is a foundational role. You’ll own Omnea’s most complex customer-side technical work in the US, act as a senior technical authority across the business, and help establish how we support and scale enterprise customers from our New York hub.
You’ll operate at the intersection of Customers, Product, and Engineering — remaining deeply hands-on while also shaping standards, processes, and expectations for customer engineering as we grow our US presence.
You’ll work directly with some of the world’s leading tech companies (Spotify, TeamViewer, McAfee, Pleo, and more), partnering with senior stakeholders to solve complex problems and deliver exceptional outcomes.
You’ll be joining us at a pivotal moment. We’ve just raised $50M in Series B funding from Khosla Ventures, Insight Partners, Accel, Point Nine, and First Round Capital. In the past year we’ve grown revenue 5x, tripled our customer base, and maintained >99% retention with enterprises like Spotify, Wise, Albertsons, Adecco, and McAfee.
As our first senior customer engineering hire in New York, you’ll play a key role in establishing Omnea’s technical credibility and customer experience in the US.
You’ll own and lead the resolution of Omnea’s most complex and high-impact customer challenges — from intricate configurations and integrations to cross-system issues that require deep technical investigation.
As the senior presence in New York, you’ll set the bar for technical quality, decision-making, and customer engagement, while partnering closely with teams in Europe to ensure consistency as we scale globally.
You’ll also support the Customer and Commercial teams on the most sophisticated US enterprise use cases, helping design technically robust solutions when required.
You’ll act as the escalation point for critical customer issues in the US, owning them end-to-end and driving them to resolution with urgency and clarity.
You’ll help define how we triage, prioritise, and communicate around complex customer issues — ensuring we deliver an exceptional experience for enterprise customers as we grow our US footprint.
You’ll identify patterns across US customer issues and translate them into clear, actionable input for Product and Engineering.
You’ll work closely with Product Managers and Engineering Leads to prioritise and scope work that reduces friction, improves reliability, and accelerates adoption for enterprise customers. You’ll help define engineering requirements, review solutions, and ensure outcomes meet real customer needs.
You’ll maintain a deep, end-to-end understanding of Omnea’s architecture, configuration patterns, and integrations.
You’ll be the first point of reference in the US for complex technical questions, helping customers and teammates alike understand how to get the most out of the platform. You’ll document learnings and best practices so knowledge scales beyond any single individual.
You’ll help establish the foundations of customer engineering in New York — from tooling and documentation to ways of working with Product, Engineering, and Customer teams globally.
You’ll contribute to building Omnea’s Knowledge Repository, Product Accreditation, and Customer Training materials, ensuring they meet the needs of US enterprise customers and scale as the team grows.
You’re a senior, high-performing technical professional who thrives in ownership-heavy environments and enjoys being an early, foundational hire.
You’re comfortable operating with ambiguity, making sound technical judgments, and representing the company with senior customer stakeholders.
You have 6–10+ years of experience in a high-performance environment, with a strong track record in customer-facing engineering, technical support engineering, or similar roles working with complex SaaS products.
You’ve consistently operated at a senior level — owning critical customer issues, leading complex initiatives, mentoring others, and acting as a trusted technical authority.
You have strong systems intuition and experience working with complex software platforms, integrations, workflows, or APIs.
You’re comfortable diving deep into unfamiliar systems, reasoning about architecture, and guiding others through technical problem-solving. Some hands-on coding or scripting experience is expected, though you don’t need to be a full-time software engineer.
You communicate clearly and confidently with both technical and non-technical audiences.
You’re comfortable working with senior customer stakeholders and internal leaders, and you can influence outcomes through clear thinking, strong written communication, and sound judgment.
You naturally take ownership beyond your immediate remit.
You enjoy mentoring others, raising standards, and building scalable ways of working — even before there’s a formal team around you.
You want to be part of building Omnea’s US presence from the ground up.
You’re motivated by impact, responsibility, and the opportunity to shape how a category-defining company operates in a new market. You’re comfortable rolling up your sleeves and doing what’s needed to make something great.
At Omnea, we embrace diversity. To build a product that's loved by everyone, we're best served by a team with all sorts of backgrounds, experiences, and perspectives. We encourage you to apply even if your experience doesn't quite match the full job spec! And regardless of your race, religion, colour, gender, or anything else! If you think you could be a good fit for Omnea, please reach out.
We offer competitive geo-localised benefits, and you can check out our UK Benefits Package here and our US Benefits Package here.
We work Tuesdays, Wednesdays & Thursdays in-person at our offices. At this early stage of our company life-cycle it's important to us that we get this together-time, and you can read more about why we believe this is a winning move here
We're commercial, ambitious and we don't pretend otherwise! We're actively seeking folks looking to make the most of a career-defining opportunity, with the hunger to be part of building something really impressive. You can see our values here
We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you'd like to opt out of us using automatic transcribers, please note this in the free text field in your application, otherwise we'll take your application as confirmation that you're happy for us to use notetakers (whether added to video calls or in the background).
We are proud to be recognised for both our culture and product, and we are just getting started. Join us as we grow!