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.


Technical Troubleshooting & Analysis:
• 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.


Process & Knowledge Contributions:
• 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.


Continuous Improvement:
• 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.

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.


Soft Skills:
• 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.


Important to have:
• Experience with enterprise SaaS platforms, ITAM/ETM, or workflow automation tools.
• Familiarity with Zendesk, Jira, and Confluence.
• Previous exposure to customer-facing enterprise environments.

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.