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Senior Technical Support Engineer Tier 3 (Saas Platform)

1 month, 1 week ago
Ireland
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
AWS HTTP JIRA OAuth Postman REST API SQL
Apply Now
Oomnitza

Oomnitza

Oomnitza is an enterprise software company based in San Francisco, California, offering cutting-edge IT asset management solutions. Their platform provides comprehensive tracking and management of technology assets, with a focus on automation, customiz...

Internet Software & Services
51-250
Founded 2011
$35M raised
View All Jobs 2

Description

  • Serve as the primary contact for complex customer inquiries, issues, and escalations.
  • Troubleshoot and resolve problems with integrations, workflows, and platform performance.
  • Join customer calls to investigate issues live, explain findings, and guide customers through solutions.
  • Diagnose, debug, and document technical issues end to end for tracking and resolution.
  • Troubleshoot REST API functionality by crafting and validating GET, POST, PUT, and DELETE requests.
  • Analyze HTTP response codes, authentication methods, certificates, logs, and system configurations to identify root causes.
  • Use SQL to query databases and extract data to support investigations.
  • Develop and maintain automation and customization scripts using Jinja2.
  • Collaborate with Engineering, SRE, Product, and Customer Success teams on escalations and customer-impacting incidents.
  • Document solutions, troubleshooting steps, best practices, and investigation updates for customers and internal support teams.

Requirements

  • 3+ years of experience in a Senior Technical Support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.
  • 3+ years of experience troubleshooting API functionality and bi-directional integration issues between systems.
  • Proficiency with Jinja2 for automation and customization tasks.
  • Solid understanding of SQL and experience querying databases to extract and manipulate data.
  • Experience with AWS environments and cloud-based SaaS architectures.
  • Experience creating and troubleshooting workflows.
  • Experience with webhooks.
  • Experience using Jira and Zendesk.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
  • Strong problem-solving, critical thinking, and attention to detail.
  • Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.
  • Experience working closely with Engineering or SRE teams during incident investigations or escalations.
  • Experience supporting enterprise companies with a customer-centric approach.

Benefits

  • Healthcare for dependents and spouse.
  • Dental and vision insurance.
  • Employee equity plan.
  • Health insurance for spouse and dependents.
  • Pension, life insurance, and income protection.
  • Remote working and flexible work schedules.
  • Working-from-home equipment allowance.
  • Professional and personal development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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