Technical Support Engineer

The role

Our skilled Technical Support team plays a crucial role in delivering an exceptional user experience. We’re dedicated to helping users get the most value from Nooks, ensuring they’re delighted with their overall product experience. As a Technical Support Engineer, you’ll leverage your technical expertise and problem-solving skills to deliver exceptional support, solving immediate issues while proactively identifying and addressing underlying trends to prevent future roadblocks.

This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, loves helping users succeed, and brings a curious, solution-oriented mindset to every interaction. As an early member of our team, you’ll play a pivotal role in shaping our support operations—developing and refining processes, implementing tools, and building a robust knowledge base that sets the foundation for scalable success.

Responsibilities

• Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.

• Technical expertise: Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.

• Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.

• Proactively solve problems & advocate for customers: Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement.

• Establish cross-functional relationships: Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.

• Support, teach, and build knowledge: Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries

Required Experience

• 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.

Preferred Experience

• 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.