<div><b>Oomnitza</b> 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. </div><div><br /></div><div>We are looking for a <b>Technical Support Engineer</b> who thrives in a <b>fast-paced environment</b>, enjoys solving complex technical challenges, and has the ability to self-learn while delivering exceptional customer experiences. This role requires strong technical skills, deep API experience, and a collaborative, customer-centric mindset.</div><h3>What You’ll Do</h3><ul><li><b>Customer Advocacy &amp; Support:</b></li><li>Serve as the first technical point of contact for customer inquiries, issues, and escalations.</li><li>Troubleshoot and resolve complex issues related to integrations, workflows, imports, and platform performance.</li><li>Join frequent customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.</li><li>Collaborate with Engineering, SRE, and Product teams to drive resolution of customer-impacting incidents and feature requests.</li><li>Provide clear, empathetic, and timely communication to technical and non-technical stakeholders.</li><div><br /></div><div><b>Technical Troubleshooting &amp; Analysis:</b></div><li>Diagnose issues with databases (MySQL, RDS), job queues (RabbitMQ, Celery workers), APIs, and SSO (SAML/SCIM/OAuth).</li><li>Leverage extensive API expertise to debug integrations, authentication flows, and data exchanges across enterprise systems.</li><li>Perform analysis and deliver structured updates to customers and internal teams.</li><li>Review and optimize workflows, imports, and system configurations for improved performance.</li><div><br /></div><div><b>Process &amp; Knowledge Contributions:</b></div><li>Document solutions, best practices, and troubleshooting steps in Confluence and Zendesk.</li><li>Contribute to the improvement of internal support processes, escalation workflows, and playbooks.</li><li>Partner with Customer Success Managers (CSMs) to ensure alignment on customer priorities.</li><div><br /></div><div><b>Continuous Improvement:</b></div><li>Identify recurring issues and advocate for fixes, enhancements, and product improvements.</li><li>Participate in on-call rotations and incident response when needed.</li><li>Self-learn and quickly adapt to new technologies, features, and customer environments in a high-paced SaaS setting.</li></ul><h3>What We’re Looking For</h3><ul><li><b>Technical Skills:</b></li><li>2–5 years of experience in a technical support, DevOps, or SaaS support role.</li><li>Proficiency in SQL (MySQL preferred) for debugging queries and analyzing performanceExperience with Jinja2/</li><li>Familiarity with queueing systems (RabbitMQ, Celery) and cloud platforms (AWS preferred).</li><li>Extensive hands-on experience with APIs (REST, webhooks, authentication, error handling).</li><li>Experience with SSO, SAML, SCIM, and API integrations.</li><li>Experience with Jinja2 or similar templating/scripting frameworks used in workflow automation.</li><li>Strong analytical and troubleshooting skills across application, database, and infrastructure layers.</li><div><br /></div><div><b>Soft Skills:</b></div><li>Ability to thrive in a fast-paced, high-volume support environment.</li><li>Excellent written and verbal communication skills with a customer-first mindset.</li><li>Comfortable speaking directly with customers on troubleshooting calls.</li><li>Highly self-driven learner, able to absorb new technologies quickly and independently.</li><li>Collaborative and proactive approach when working with cross-functional teams.</li><div><br /></div><div><b>Important to have:</b></div><li>Experience with enterprise SaaS platforms, ITAM/ETM, or workflow automation tools.</li><li>Familiarity with Zendesk, Jira, and Confluence.</li><li>Previous exposure to customer-facing enterprise environments.</li></ul><h3>Why Join Oomnitza?</h3><ul><li>Work with some of the world’s most innovative companies.</li><li>Be part of a collaborative and supportive team that values both technical depth and customer empathy.</li><li>Thrive in a fast-paced environment with opportunities to learn and grow quickly.</li><li>Frequent opportunities to partner directly with customers on calls, helping solve impactful issues in real time.</li><li>Competitive salary, benefits, and growth opportunities in a fast-scaling SaaS company.</li></ul><div><span>The base salary range for this position is: $70,000 - 90,000.</span></div><div><br /></div><div><span>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.</span></div>