AI Success Engineer

About this role

OUR MISSION

At Omnea, we’re reinventing how enterprise businesses operate, starting with the most painful parts: procurement – where a single purchase can drag on for months, trigger 50+ emails, and pull in Finance, Legal, Security, and IT just to get something approved.

We’ve raised $75M from Khosla Ventures, Insight Partners, and Accel to change that. Our AI-native platform connects every person, step, and system so buying is fast, safe, and efficient – one place to request, automated approvals and renewals, real-time supplier risk, and complete spend visibility.

The opportunity is massive. Every enterprise on the planet has this problem and nobody has solved it. We’ve 10x’d ARR to double-digit millions in 18 months and are trusted by global enterprises like Spotify, MongoDB, Monzo, and Albertsons. We’re now the 4th fastest growing startup https://sifted.eu/leaderboards/sifted-future-50-2025 in Europe & the Sunday Times' #1 Best Medium Sized Tech Company To Work for.

Our team previously scaled Tessian (cybersecurity tech, backed by Sequoia, Balderton, Accel, acquired post-Series C), and our team includes ex-founders operators who’ve grown unicorns, shipped world-class products, and executed at the highest levels. You’ll work alongside leaders like Ben https://www.linkedin.com/in/ben-freeman-a8542166/, Abs https://www.linkedin.com/in/abhirukt/, Sabrina https://www.linkedin.com/in/scastiglione/, and Rebe https://www.linkedin.com/in/rebecatristan/.

FIND OUT MORE ABOUT THE TEAM AND LIFE AT OMNEA HERE https://www.youtube.com/playlist?list=PLpjeHyocsu3ZoDn3sfODjqIR2L_DW3dgb.

THE ROLE

AI is changing what "technical support" means at a fast-growing SaaS company. The old model was reactive: wait for a ticket, dig through logs, escalate up a chain until someone senior enough could unblock it. Increasingly, the first pass on an integration failure or a broken workflow can be directed rather than done line by line by hand: AI can trace through logs, draft hypotheses, and suggest fixes fast.

The job shifts with it. Instead of grinding through every stack trace yourself, you direct AI to accelerate the investigation, and apply what AI can't: judgment on whether a fix is safe to ship into a live enterprise environment, whether the root cause is actually fixed or just patched, and whether this is a one-off or a pattern worth escalating to Product.

As Omnea's AI Success Engineer, you're the senior technical presence sitting between Customer, Product, and Engineering. You own Omnea's most complex customer-facing technical problems end to end - gnarly integrations, cross-system issues, escalations nobody else can crack. You're the person the team calls in when something's on fire, and you're just as comfortable stepping into a customer's implementation when it gets technical.

This is a foundational hire. You'll set the technical bar for how Omnea supports enterprise customers, and help define how the function grows from here.

WHAT YOU'LL DO

- Own the hardest technical problems: Lead investigation and resolution of Omnea's most complex customer issues - integrations, configuration edge cases, cross-system bugs. Direct AI to accelerate the first pass, then apply the judgment AI can't: is this safe to ship, is the root cause actually fixed.

- Be the SWAT team between Customer, Product, and Engineering: Act as the senior escalation point when an issue is beyond what the Customer team can resolve alone, and the technical voice in the room when Product and Engineering need to understand what's really happening on the ground.

- Get technical inside implementations: Step into live implementations when they hit technical complexity - tricky integrations, custom logic, unusual data flows - and work directly with the implementation team to get them unstuck.

- Feed the product roadmap: Spot patterns across the issues you resolve and turn them into clear, well-scoped input for Product and Engineering, so the same problem doesn't need solving twice.

- Build the standards as you go: Document what you learn, build the tooling and playbooks for triaging and resolving complex technical issues, and raise the bar for technical quality as the team grows around you.

WHAT'S DIFFERENT ABOUT THIS ROLE

- You'll spend more time directing AI through the first pass of an investigation than manually tracing every log line yourself. AI narrows down the likely cause fast; your job is confirming it's right and safe to act on.

- Writing a sharp, specific brief for what you want AI to investigate or fix is now a core skill, not a nice-to-have.

- Judgment on production risk matters more, not less: AI can suggest a fix in minutes, but you decide whether it's safe for a live enterprise environment.

- You'll keep experimenting with AI tooling as it evolves, and bring what works back to the rest of the team.

ABOUT YOU

We don't expect you to have done this exact job before.

TL;DR: you're a technical, customer-facing problem-solver who's as comfortable elbow-deep in an API integration as you are explaining what went wrong to a CFO's technical lead.

- 4-8+ years in a customer-facing technical role - technical support engineering, solutions engineering, implementation, or similar - at a fast-growing SaaS company

- A technical background: a Computer Science or Engineering degree, prior experience as a software developer or engineer, or strong hands-on experience with SQL, APIs, and system integrations

- Strong systems intuition: comfortable diving into unfamiliar platforms, reasoning about architecture, and figuring out where in a complex system something's actually broken

- Comfortable directing AI tools to speed up investigation and first-draft fixes, with the judgment to know what to trust and what to double-check

- An excellent communicator who can flex between a technical deep-dive with an engineer and a clear explanation for a non-technical

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