Senior Technical Support Engineer
New
O
OomnitzaSaaS, IT Management
East Coast based and work Eastern hours, Eastern TimeFull-TimeSenior
SalaryMarket-competitive salary + equity
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Job Details
- Experience
- 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role
- Required Skills
- AWSSQLJiraRESTful APIsSaaSZendeskPostman
Requirements
- 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.
- 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues.
- Proficiency in Jinja2 for automation and customization tasks.
- Solid understanding of SQL and experience querying databases.
- Experience with REST API troubleshooting (cURL, Postman, HTTP response codes).
- Understanding of authentication types (OAuth, Basic Auth, API keys) and certificates.
- Experience with AWS environments and cloud-based SaaS architectures.
- Experience creating and troubleshooting workflows and Webhooks.
- Experience with Jira and Zendesk.
- Strong logic, critical thinking, and problem-solving skills.
- Excellent verbal and written communication skills.
Responsibilities
- Serve as the point of contact for complex customer inquiries, issues, and escalations.
- Troubleshoot and resolve issues related to integrations, workflows, and platform performance.
- Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.
- Partner with Engineering and Customer Success Managers to ensure alignment on customer priorities.
- Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken.
- Collaborate with Engineering, SRE, and Product teams to resolve customer-impacting incidents.
- Document solutions, troubleshooting steps, and best practices in technical support knowledge bases.
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