Senior Technical Support Engineer

Summary

The job is for a Senior Technical Support Engineer at Nooks, a sales platform that automates manual tasks for sales reps. The role involves providing expert support to customers, handling complex technical issues, contributing to Help Center articles, and assisting with training and mentoring Support team members.

Requirements

• 5+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• 3+ years of experience in API troubleshooting
• 3+ years of experience with advanced troubleshooting, critical thinking, and problem-solving
• Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
• Demonstrated success in providing support through email, Slack, and live chat channels
• 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 tool, ideally in an early-stage startup
• Proven ability to work independently and manage multiple tasks efficiently
• Proficient with Zendesk or similar support platforms

Responsibilities

• Master Nooks products and integrated technologies to provide expert support to customers and colleagues
• Provide an exceptional support experience via email and live chat channels to various ‘how-to’ questions and product or integration issues
• Handle the more complex technical issues and provide solutions with minimal supervision
• Escalate issues to Engineering when needed, keeping stakeholders informed every step of the way
• Support new or enhanced integrations by testing and providing feedback
• Work efficiently to manage a high volume of tickets, including those requiring long-term resolution, and help the team achieve core KPIs
• Contribute to Help Center articles and internal troubleshooting guides to educate customers and peers
• Assist with training and mentoring Support team members
• Build strong internal relationships to help you provide an amazing customer experience

Preferred Qualifications

• Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft
• Experience in Windows or Mac administration
• Experience with telephony, VoIP, and network troubleshooting
• Experience writing/editing customer-facing Help Center articles and internal technical documentation

Benefits

• Competitive compensation
• Equity
• Generous perks
• Comprehensive benefits