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 seeking a skilled tier 2 Support Engineer to join our dynamic team. As a tier 2 Support Engineer, you will play a crucial role in providing top-tier technical support to our customers, ensuring their issues are resolved promptly and effectively. Your expertise will be vital in troubleshooting complex problems, utilizing your knowledge of Jinja2/Python, SQL, and log analysis to identify and address errors efficiently.
Responsibilities:
- Customer Focus: Act as a liaison between customers and Oomnitza, delivering exceptional service and addressing customer needs promptly and effectively.
- Communication: Convey information effectively, adapting tone and method to suit different contexts and audiences.
- Take daily customer calls and respond to tickets, providing advanced technical support and troubleshooting assistance.
- Demonstrate experience working with Fortune 500 companies, understanding their unique requirements and delivering exceptional support.
- Diagnose and resolve complex software issues, documenting actions taken for tracking and analysis.
- Troubleshoot and resolve issues related to API functionality
- Create and troubleshoot Workflow related inquiries
- Ticket Management: Prioritize support tickets based on severity and collaborate with the engineering team to ensure timely resolution.
- Multitask effectively, managing multiple cases simultaneously while maintaining a high level of customer satisfaction.
- Utilize your experience with Jinja2/Python to develop and maintain scripts and tools for automation and customization.
- Pull and review logs to identify errors, analyze root causes, and implement solutions to resolve issues effectively.
- Leverage your SQL expertise to query databases and extract relevant information to support troubleshooting efforts.
- Thrive in high-intensity environments, handling escalations with professionalism and composure to deliver prompt resolutions.
- Responsible for escalating issues that are unable to be resolved by Tier 2 to the appropriate Engineer
- Documenting support-related processes and procedures (SOP)
- Maintaining Service Level Agreements (SLA) on tickets
Qualifications:
- 3+ years experience in a Tier 2 support role, providing advanced technical support to customers.
- Strong proficiency in Jinja2/Python for automation and customization tasks.
- Solid understanding of SQL and experience querying databases to extract and manipulate data.
- 3+ yrs experience in troubleshooting and resolving issues related to API functionality and bi-directional integrations between two systems
- Experience working with Fortune 500 companies, demonstrating a customer-centric approach and understanding of enterprise-level requirements.
- Experience creating and troubleshooting workflows
- Experience in a start-up environment and/or automated asset management software solutions preferred
- Experience with Webhooks
- Experience using Jira and Zendesk
- Ability to thrive in fast-paced, high-pressure environments and handle escalations with professionalism and urgency
- Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical audiences.
- Exceptional customer service skills with a friendly and approachable demeanor.
- Ability to think outside the box
- Strong logic and trouble-shooting skills
- Exceptional problem-solving skills and attention to detail, with a track record of effectively diagnosing and resolving complex technical issues.
- Ability to work independently and also as part of a team
What We Can Offer You:
- Healthcare for dependents and spouse
- A progressive, healthy work culture with excellent opportunities for professional and personal development.
- 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.
- A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by C5 Capital, Shasta Ventures, Riverside Acceleration Capital, and Hummer Winblad
Our Benefits Package:
- Dental & Vision Insurance
- Employee equity plan
- Health Insurance for your spouse and dependents
- Pension, Life insurance and Income protection
- Remote working & flexible work schedules Working from home equipment allowance
- Regular, fun social events and workshops.
Join our team and become an integral part of our mission to deliver outstanding technical support and exceed customer expectations. If you're passionate about technology and enjoy solving challenging problems, we'd love to hear from you!
** Please note, this role requires you to be located in Ireland.
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.
