Technical Support Engineer

The role

Technical Support Engineer will provide support to users of the Nooks platform. You will debug complex technical problems and help shape support operations by developing processes and a knowledge base.

What you will do

• Provide prompt, empathetic, and clear communication to help users resolve issues.
• Debug and troubleshoot complex technical problems across the platform.
• Collaborate with engineering teams to escalate and resolve issues.
• Achieve key performance metrics such as response times, resolution times, and customer satisfaction scores.
• Identify patterns in support requests to address root causes and improve the product.
• Share insights and feedback with internal teams.
• Collaborate with engineering, product, and customer success teams.
• Mentor teammates and contribute to a knowledge base.

Required qualifications

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.
• Demonstrated success providing support through Slack, live chat channels, and email.
• Proficient in real-time troubleshooting, including video conferencing and remote access.
• Excellent written and verbal communication skills.
• Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
• Proven ability to work independently and manage multiple tasks efficiently.

Nice to have

• Familiarity with API troubleshooting and/or tools such as Postman.
• Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc.
• Experience in Windows or Mac administration.
• Experience of telephony, VoIP, and network troubleshooting.
• Experience writing/editing customer-facing Help Center articles.

About the company

Nooks is an applied AI lab building revenue agents that power some of the fastest growing companies in the world. The company builds AI agents that operate across the full revenue lifecycle.