Senior Technical Support Engineer - Tier 2 at Oomnitza: 100% Remote (Canada)

Title:Senior Technical Support Engineer - Tier 2 (East Coast)
Location: New York United States

Job Description:

New York

Customer Success - Technical Support /

Full-time /

Remote

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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 Senior Technical Customer 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, experience with API troubleshooting, and a collaborative, customer-centric mindset.

We are looking for this person to be East Coast based and work Eastern hours.

Customer Advocacy & Technical Support

  • 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.

Technical Troubleshooting & Investigation

  • 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.

Process & Knowledge Contributions

  • 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.

What We're Looking For

  • 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.

  • Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.

  • Proficiency in Jinja2 for automation and customisation tasks.

  • Solid understanding of SQL and experience querying databases to extract and manipulate data.

  • 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.

  • Experience with AWS environments and cloud-based SaaS architectures.

  • Experience creating and troubleshooting workflows.

  • Experience with Webhooks.

  • Experience working with Enterprise companies with a customer-centric approach.

  • Experience using Jira and Zendesk.

  • Excellent communication skills, both verbal and written.

  • Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues.

  • Ability to work independently and as part of a team in a fast-paced, high-pressure environment.

  • Strong logic, critical thinking, and ability to think outside the box.

  • Highly self-driven learner who can quickly understand new technologies and systems.

  • Experience working closely with Engineering or SRE teams during incident investigations or escalations.

What we can offer you

  • Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales
  • Market-competitive salary + equity
  • A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital

The base salary range for this position is: $100-115k

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.

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