Provide L1/L2 triage of AppOmni's core product and flagship integrations.
Troubleshoot the majority of support tickets independently
Answer customer questions through the Zendesk support queue
Diagnose, troubleshoot, and solve problems both internally and externally
Effectively determine which customer issues warrant escalation
Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams
Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering
Represent the voice of the customer internally and advocate for key issues
Continuously analyze and improve support processes to help build a world-class support organization
Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles

Requirements

4-5 years of experience in technical support or software development.
Knowledge of Zendesk preferred
Must-have knowledge of APIs and Postman
Familiarity with JIRA/Confluence is a plus
Experience with Google Cloud Logs, Sentry, and Chrome Dev tools a plus
Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, ServiceNow, Workday) is desired
Self-driven and self-motivated individual who thrives in a fast-moving environment
A self-starter capable of mastering complex concepts with minimal assistance
Deep curiosity and a willingness to go "above and beyond" to tackle significant problems
High standards for detail, process, and quality
Excellent prioritization skills are necessary
Startup experience is a plus

Benefits

📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportsoftware developmentAPIsPostmanSaaS solutionsGoogle Cloud LogsSentryChrome Dev toolsZendeskJIRA

Soft Skills

self-drivenself-motivateddetail-orientedprocess-orientedquality-focusedexcellent prioritizationcuriosityproblem-solvingownershipadvocacy