Customer Support Engineer, AppOmni
$90-135k
+ Stock options
SaaS security management software
Be an early applicant
SaaS security management software
201-500 employees
Be an early applicant
$90-135k
+ Stock options
201-500 employees
Company mission
To prevent SaaS data breaches by securing the applications that power the enterprise.
Role
Who you are
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus
- 1-2 years of experience in technical support
- Ideal candidates have the ability to understand the technical complexity, a keen sense for managing people, and a great ability to get stuff done. Deep curiosity and the ability to go above and beyond to tackle big problems are key
- Zendesk knowledge required
- Experience working with end users in professional environments
- Working knowledge of common SaaS solutions such as Salesforce, M365, Zoom, Box, ServiceNow, Workday is desired, not required
- AppOmni is a technical security product, so ideally you are a security engineer and enjoy learning new technologies
- Ability to triage, diagnose and drive to resolution customer support requests
- High standards for detail, process and quality
- A self-starter - able to come up to speed on complex, difficult concepts with minimal assistance
- Four years of technical support or software development
- Ability to learn technical concepts and translate them to business solutions for customers
- Conversationally fluent in spoken English and written English
What the job involves
- We are seeking a strategic, results-driven 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
- You'll answer customer questions through our support queue
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Diagnose, troubleshoot, and solve customer problems with the help of product and CS colleagues
- Take ownership of pushing cases to resolution including working with product, engineering, and Customer Success teams
- Help us track support metrics and share findings you identify
- Become deeply familiar with AppOmni’s platform and product offering
- Help build a world class support organization
- Continuously analyze and improve our support process
- Represent customers internally and advocate for key issues
- Ensure AppOmni customers are maximizing the value of their AppOmni deployment
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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