Senior Customer Support Engineer

AppOmni prevents SaaS data breaches by delivering end-to-end SaaS security. The platform provides visibility into security posture, access, third-party connections, AI activity, and identifies unsanctioned SaaS and Shadow AI tools. Recognized as a leader and a great place to work, it serves large enterprises across industries.

Location: Denver, CO or Remote

Salary: $114,000 - $155,000 USD annually

Responsibilities

• Provide L1/L2 triage of AppOmni's core product and flagship integrations.
• Troubleshoot support tickets independently.
• Answer customer questions through Zendesk support queue.
• Diagnose, troubleshoot, and solve problems internally and externally.
• 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.
• Represent the voice of the customer internally and advocate for key issues.
• Continuously analyze and improve support processes.
• Identify trends for creating customer-facing documentation.

Requirements

• 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.
• Capable of mastering complex concepts with minimal assistance.
• Deep curiosity and willingness to go above and beyond.
• High standards for detail, process, and quality.
• Excellent prioritization skills.
• Startup experience is a plus.

Benefits

• Home office stipend.
• Generous paid time off.
• Paid company holidays.
• Paid floating holidays.
• Paid parental leave.
• Paid sick time and family leave (applicable states).
• Health insurance (medical, dental, vision) with HSA option.
• LifeWorks Employee Assistance Program.
• Company-provided life insurance, AD&D, STD/LTD, and additional options.
• 401(k) and Roth retirement accounts.
• Monthly wellness benefit reimbursement.

Additional Information

• AppOmni is an equal-opportunity employer.
• Supports diversity and inclusion.
• Committed to pay equity and transparency.
• Encourages early salary expectations discussion.