Customer Support Engineer

Possible Location for this role: West Coast HawaiiAbout AppOmniAppOmni prevents SaaS data breaches by delivering end-to-end SaaS security. Our platform gives security teams clear visibility into posture, access, third-party connections, AI-related activity, and with built-in discovery to identify unsanctioned SaaS and Shadow AI tools. Backed by continuous monitoring and real-time threat detection, AppOmni helps enterprises identify and resolve risks early, keeping their SaaS applications secure. Recognized as a Frost Radar™ 2025 Leader and Great Place To Work®, AppOmni continues to set the standard for innovation and customer value in SaaS security. The largest and fastest-growing global enterprises across industries trust AppOmni to secure their SaaS applications..About The RoleWe 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.What You'll Do:Technical Support & Issue ResolutionAnswer customer questions through our support queueDebug customer issues, create reproducible test cases for developers, and validate fixes and workaroundsDiagnose, 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 identifyBecome deeply familiar with AppOmni’s platform and product offeringHelp build a world class support organizationContinuously analyze and improve our support processRepresent customers internally and advocate for key issuesEnsure AppOmni customers are maximizing the value of their AppOmni deploymentWhat We're Looking For: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 supportIdeal 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 requiredExperience working with end users in professional environmentsWorking 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 technologiesAbility to triage, diagnose and drive to resolution customer support requestsHigh standards for detail, process and qualityA self-starter - able to come up to speed on complex, difficult concepts with minimal assistanceFour years of technical support or software developmentAbility to learn technical concepts and translate them to business solutions for customersConversationally fluent in spoken English and written EnglishCultureOur talented team is collaborative and supportive as we move quickly to research and develop new ideas, deliver new features to our customers, and iterate on ideas and innovations. We accomplish this by focusing on our five core values: Trust, Transparency, Quality, Customer Focus, and Delivery. Our team is determined to make a difference to positively impact our way of life by securing the technology that is changing the world.AppOmni is proud to be Certified by Great Place to WorkⓇ, as we seek to build a culture where all employees feel appreciated and supported, especially with clear and honest leadership, employee recognition, and an environment that fosters innovation and collaboration.We believe diversity fuels innovation and drives growth by bringing a wealth of different perspectives and skills. We’re committed to fostering an inclusive environment where every employee feels valued, heard, and empowered to reach their full potential. Join us in building a workplace where we can all thrive.https://appomni.com/careers/Compensation & BenefitsAppOmni is committed to supporting our employees' financial, professional, and personal well-being. To do this, we take a holistic view of compensation, one that values not just the immediate financial package but also the long-term growth of both our employees and our company. We're committed to pay equity and transparency and encourage all candidates to discuss their salary expectations with us early in the application process.Our total rewards package includes the following:Base Salary: The annual base salary compensation range in the U.S. for this role is: $90,000 - $135,000 USD. Final offer amounts are determined by factors such as the final candidate’s skills, qualifications, and experience, as well as business considerations and peer compensation. Stock Options: Our vision is to not just grow as a company but to grow together. By offering stock options, we are inviting you to be an integral part of our journey forward. Benefits: Home office stipend, Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave for applicable states, health insurance - medical, dental, and vision with HSA option, LifeWorks Employee Assistance Program, company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options, 401(k) and Roth retirement saving accounts, and a monthly wellness benefit reimbursement. All benefits are subject to eligibility requirements and plan details. AppOmni is an equal-opportunity employer. Applicants will not be discriminated against because of race, color, creed, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity or expression, age, religion, disability, pregnancy, marital status, veteran status, medical condition, genetic information, or any other characteristic protected by law. AppOmni is also committed to providing reasonable accommodations to qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at employeesuccess@appomni.com.