Oomnitza

Support Engineer

• 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.
• Comfortable communicating with both technical and non-technical stakeholders.
• Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.
• Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.
• Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.
• Demonstrate an understanding of HTTP response codes and their significance in integration debugging.
• Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.
• Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.
• Pull and review logs to identify errors, analyse root causes, and implement effective solutions.
• Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts.
• Utilize Jinja2 to develop and maintain scripts and tools for automation and customization.
• Review and analyze workflows, imports, and system configurations to identify performance issues or failures.
• Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.
• Escalate and document issues that cannot be resolved at Tier 2 to the appropriate Engineering team.
• Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.
• Provide structured investigation updates to customers during incident response.

Senior Technical Support Engineer, Tier 3 – Saas Platform

Technical Account Manager

• Partner with Customer Success to lead customer discovery sessions and understand current state, business challenges, and strategic objectives.
• Investigate and assess customer pain points to design and deploy tailored solutions that meet their operational and business needs.
• Develop a deep understanding of each customer’s environment, workflows, and long-term goals.
• Establish and maintain strong, influential relationships with customer stakeholders and internal cross-functional teams.
• Serve as a trusted advisor and advocate, setting appropriate expectations and driving successful outcomes.
• Provide proactive guidance on best practices, solution design, and risk mitigation to ensure successful implementation and long-term scalability.
• Guide customers through the technical adoption of new features and functionality, offering recommendations tailored to their unique use cases.
• Conduct regular customer instance health checks and identify opportunities to improve adoption, performance, and efficiency.
• Proactively identify opportunities to enhance customer ROI through strategic initiatives and expanded platform utilization.
• Lead compelling, value-based demonstrations—both standard and customized—to showcase platform capabilities and business impact.
• Probe for additional expansion opportunities by aligning platform capabilities to evolving customer needs.
• Serve as a strong internal advocate for customer needs by partnering with Product and Engineering to influence roadmap direction and enhancements.
• Capture, track, and document product feedback and competitive intelligence.
• Communicate customer insights effectively to drive continuous platform improvement.
• Become a product expert, confidently articulating the value of the platform and how it transforms customer workflows and operations.
• Continuously refine technical, product, and pre-sales knowledge to stay current with platform enhancements and evolving customer use cases.
• Maintain a strong understanding of industry trends, competitive landscape, and best practices.