Technical Support Engineer

Summary

Join Nooks' small but mighty Technical Support team as a Technical Support Engineer and play a crucial role in delivering an exceptional user experience for our B2B SaaS platform. You will leverage your technical expertise and problem-solving skills to provide prompt, empathetic, and clear communication to users, resolving issues and creating a positive support experience. You will debug and troubleshoot complex technical problems, meet key performance metrics, and proactively identify and address underlying trends to prevent future roadblocks. This role requires strong collaboration with engineering, product, and customer success teams. As an early team member, you'll shape support operations, developing processes, implementing tools, and building a robust knowledge base. This is a remote position based in the United States with a flexible schedule.

Requirements

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• Demonstrated success 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 platform, ideally in an early-stage startup
• Proven ability to work independently and manage multiple tasks efficiently

Responsibilities

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

Preferred Qualifications

• Familiarity with API troubleshooting and/or tools such as Postman
• Familiarity with Zendesk, Zendesk Chat, or similar support platforms
• 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

Benefits

• This is a remote position based in the United States
• The schedule is US hours (7AM - 4PM ET or 9AM - 6PM ET)