Senior Customer Support Engineer, AppOmni
$114-155k
+ Stock Options
SaaS security management software
Be an early applicant
SaaS security management software
201-500 employees
Be an early applicant
$114-155k
+ Stock Options
201-500 employees
Company mission
To prevent SaaS data breaches by securing the applications that power the enterprise.
Role
Who you are
- 4-5 years of experience in technical support or software development
- Knowledge of Zendesk preferred
- Must-have knowledge of APIs and Postman
- Familiarity with JIRA/Confluence is a plus
- Experience with Google Cloud Logs, Sentry, and Chrome Dev tools a plus
- Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, ServiceNow, Workday) is desired
- Self-driven and self-motivated individual who thrives in a fast-moving environment
- A self-starter capable of mastering complex concepts with minimal assistance
- Deep curiosity and a willingness to go "above and beyond" to tackle significant problems
- High standards for detail, process, and quality
- Excellent prioritization skills are necessary
- Startup experience is a plus
What the job involves
- We are seeking a strategic, results-driven Senior Support Engineer to engage and enable AppOmni’s customers
- In this role, you will troubleshoot complex technical issues quickly while serving as a key collaborator between the support, product, and field teams
- As a senior member of the team, you are expected to operate with a high degree of independence, managing complex cases to resolution and synthesizing customer feedback to drive product improvements
- Provide L1/L2 triage of AppOmni's core product and flagship integrations
- Troubleshoot the majority of support tickets independently
- Answer customer questions through the Zendesk support queue
- Diagnose, troubleshoot, and solve problems both internally and externally
- Effectively determine which customer issues warrant escalation
- Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams
- Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering
- Represent the voice of the customer internally and advocate for key issues
- Continuously analyze and improve support processes to help build a world-class support organization
- Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles
Our take
Security is key in the online world, especially for companies that sell software as a service (SaaS). AppOmni's security management platform is designed to help SaaS companies protect their software from phishing attacks, malware, and other malicious threats. It can discover risks that may potentially harm businesses’ services, protect sensitive data from malicious hands, and even monitor and fix any issues that are found.
AppOmni’s customers include large enterprises and tech names such as Dropbox, Ping and Accenture, as well as large Fortune 100 financial and healthcare companies. Collectively, it now secures apps covering 78 million users and 230 million exposed data records, and more than 9 billion monthly events.
Although AppOmni has made a name for itself, it has some notable competitors, such as Insight VM and Amazon Guard Duty. The company is continuing both its international growth and building out the platform to remain on top of the competition.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$70m
SERIES C
Apr 2021
$40m
SERIES B
Total funding: $123m
Company benefits
- Autonomous Schedules: You know best how to get your work done, and sometimes that means starting the morning with a ski run before showing up to your home office or co-working space
- Home Office: As a new hire benefit, we provide a generous stipend for eligible expenses reimbursement for your home office / computer equipment set up in addition to a company-provided laptop
- Flexibility and Time Off: Have the freedom to take the time off you need with no required accruals and no set limits — just get your manager’s approval and go. We support our team in relaxing, recharging, and reconnecting
- Healthcare: AppOmni provides comprehensive insurance options for eligible employees – including medical, dental and vision, with substantial portions of the premiums covered by AppOmni
- Life Insurance & Disability Benefits: AppOmni provides group life, AD&D, STD and LTD benefits at no cost to our employees, as well as additional supplemental life insurance options
- Employee Assistance program: Our employees have access to LifeWorks Employee Assistance Program including in-person, phone, or video consultations with licensed counselors and online educational tools and resources
- Retirement Savings: We offer a 401(k) tax-advantaged retirement savings account as of the employee’s first paycheck with AppOmni covering all fees for the account
- Wellness and Connections: We value the mental health and overall wellness of our team and offer a monthly reimbursement for related wellness expenses. Participate in groups or be a champion for a cause that you’re passionate about
- Career Development: The best employees need room to grow professionally, and look for opportunities to hone their skills. We provide professional enablement programs and performance management reviews
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Brendan O'Connor
(Co-Founder & CEO)Started out working in Information Security at Tech Electronics and First Bank. Previous CSO of Salesforce and Security CTO of ServiceNow.
Brian Soby
(Co-Founder & CTO)Received an MBA from Berkeley, and then joined Raytheon as a Network Security Engineer. Previous Director of Product Security at Salesforce, and Director of Security at Taulia Inc. Current Partner at Freefly Security.
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