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