Senior Technical Support Engineer (Remote) at Onna

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We’re Onna: A passionate, hard-working team solving one of the biggest challenges facing today’s businesses — knowledge fragmentation. We’ve built the world’s first Knowledge Integration Platform to make enterprise knowledge more accessible, useful, and private. We help some of the world’s leading companies like Facebook, Slack, Electronic Arts, and Fitbit, to bring together fragmented knowledge from today’s most popular workplace applications. With our platform, teams can unify, protect, search, automate, and build on top of their organization’s proprietary knowledge, allowing them to leverage it in new and intuitive ways. 

Onna is engaged in an active phase of growth and we are hiring across our offices in New York City, Barcelona, Raleigh-Dunham, San Francisco, London & Toulouse. We are thrilled to be able to welcome new team members from across the world to a work environment that is lighthearted, fast-paced, exciting, and flexible. We provide our people with the tools, resources, and outstanding leadership to take their career to the next level. If this sounds like an exciting opportunity, we want to hear from you!

We’re looking for a highly driven and client-centric Senior Technical Support Engineer to join our team (100% remote is a possibility, including from another state in the US), who thrives on helping others, knows how to manage their tasks and time, and who works well independently and on a team. We need a technically skilled, fast learner with the ability to know when to make a decision and when to escalate an issue.

In this role, you’ll leverage strong technical and customer service skills to confidently lead clients through the diagnosis and resolution of the most complex and technical problems we face with a high degree of customer satisfaction….and provide an experience that will make you every client’s favourite support person! 

We’ll provide you with the tools, resources, and outstanding leadership to take your career to the next level. If you’re excited to shape the future of a global and market-defining company, we want to meet you! 

If you're based outside of Pacific US time zone, though you'll have fully remote option, we'd expect you to have the Pacific time zone working hour schedule. 

 

What you’ll do:

  • Troubleshoot challenging technical issues reported by customers of all sizes over various channels like tickets, Slack and video calls
  • Mentor team members into highly skilled troubleshooting experts 
  • Effectively manage multiple inquiries, accurately prioritize requests based on business impact and urgency, and manage issues to ensure timely resolution through established incident and problem management practices
  • Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success
  • Identify, reproduce, triage and report defects to the appropriate Engineering team, and mitigate the criticality of the issue by providing creative workarounds
  • Regularly contribute to the Knowledge Base for both internal and external users by creating clear and helpful documentation; Improve processes and tools and help the team continually improve efficiency and effectiveness
  • Maintain a collaborative working relationship with Success, Professional Service, Engineering and Product teams
  • Submit feature requests to the Product team
  • Engage in continuous learning on the Onna product, and upcoming features and functionality
  • Act as the Onna expert; Mentor, train and help other internal members on technical and procedural matters

Your background:

  • + 5 years of relevant industry experience in technical support, professional services or software development
  • Experience with managing hosted services/SaaS including familiarity with Linux, shell, Kubernetes and Docker
  • Excellent problem-solving skills and passion for new technologies
  • Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person), with the ability to operate in a customer focused environment and advocate for customers across a cross-functional organization
  • Working knowledge of HTML / HTTP / REST / Postman
  • Intermediate understanding of Python
  • Experience with monitoring and log analytics tools (Grafana and Kibana preferred)
  • Bachelor’s Degree in Computer Science, Information Technology or other related fields is preferred
  • Experience with Google Cloud Platform or other cloud computing platforms is preferred 

Benefits we offer:

We've entered a new era of remote work, where our day-to-day is now virtual, and we're committed to adapting to embrace this change.

  • Comprehensive medical, vision, and dental coverage
  • 401(k) with matching contribution
  • Flexible vacation and PTO policies
  • Monthly gym membership stipend
  • Professional development stipend
  • Monthly group activities
  • Commuter perks (location-specific)
  • Dog-friendly office (location-specific)
  • Allowance for remote work set-up

About the product & Onna’s funding: 

Our growing list of integrations includes the likes of G-Suite, Slack, Microsoft 365, Box, Dropbox and more. Our open API allows us to integrate with any cloud-based or on-premise platform, for optimal control and visibility into your most critical knowledge. Once connected to Onna, the potential use cases are limitless: Information Governance, eDiscovery, Compliance, Knowledge Management, are just a few ways Onna can empower organizations and their employees. 

In 2019, we closed an $11M Series A led by Dawn Capital with the participation of our integration partners Slack Fund and Dropbox, and in 2020 we closed a $27M Series B led by Atomico with participation from Glynn Capital, as well as follow-up investments from Dawn Capital, Nauta Capital, and Slack Fund. 

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Onna is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You must have authorization to work in the location the position is posted.

All of your information will be kept confidential according to EEO guidelines. To view our privacy policy, please visit here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • AngularFrameworks
    • Machine LearningFrameworks
    • DockerDatabases
    • KubernetesDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • CanvaDesign
    • AsanaManagement
    • ClubhouseManagement
    • GitHubManagement
    • WordpressCMS
    • ContentstackCMS
    • SeismicCMS
    • IntercomCRM
    • SalesforceCRM
    • PardotEmail
    • SalesLoftEmail
    • PardotLead Gen
    • ZoomInfoLead Gen
    • LinkedIn Sales NavigatorLead Gen
    • LeadIQLead Gen

Location

202 Centre St, New York, NY 10013

An Insider's view of Onna

What’s the vibe like in the office?

Everyone in the office is super friendly and reachable. Collaboration and questions are always welcome, and not just because they have to be — our team genuinely wants to help each other succeed.

And now, we do all of this virtually!

Liz

Content Marketing Manager

What's the biggest problem your team is solving?

Unlocking our client's knowledge and tearing down data silos between their teams. We aim to help our customers build a mindset around what their knowledge means to their team and how they can leverage it to be smarter, leaner, and more productive. We ultimately provide a service that answers the question, "How can we make our data accessible?"

Eddie

Architect in Professional Services

How does the company support your career growth?

Working at Onna, I have the right team and tools in place for success when it comes to my career growth. Management does a great job providing clarity and giving me steps to succeed by having dedicated training that supports and encourages career growth. The leaders always make time to help out with growth.

Margarita

Account Executive

How do you empower your team to be more creative?

We empower our teams by trusting in them and giving them autonomy. Trusting in your employees to make the right decisions and putting them in positions to succeed is important in fostering great collaboration and a feeling of empowerment.

Darin

VP of Marketing

How does your team reward individual success?

Celebrating individual success, as well as our team wins, is an important part of our culture. From sending a note on our #kudos Slack channel to giving shout outs at our All-Hands meeting, our team takes the time to celebrate and highlight wins. Additionally, each Onner gets special rewards on their Onnaversary (anniversary) and birthday.

Mayda

Chief of Staff

What are Onna Perks + Benefits

Onna Benefits Overview

We’ve entered a new era of remote work, where our day-to-day is now virtual, and Onna is committed to adapting to embrace this change.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
DE&I & Leadership Committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Onna hosts company outings Monthly.
Free Daily Meals
Employees get free lunch on Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Onna's pet policy is dog friendly daily.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications

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