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 1 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 2