Technical Support Engineer I

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Nylas

πŸ“Remote - Romania, Poland

Summary

Join Nylas as a Technical Support Engineer I (Contractor) for a one-year position! This role focuses on providing exceptional technical support to customers using the Nylas platform. You will troubleshoot technical issues, manage support tickets, collaborate with engineering teams, create documentation, and partner with go-to-market teams. The ideal candidate possesses 1-3 years of experience in a technical support role, preferably in a SaaS environment, along with strong technical skills, problem-solving abilities, and excellent communication skills. This position requires a deep understanding of customer needs and a passion for improving the customer experience. Applicants who are permanent residents in Romania, Poland, and Bulgaria are encouraged to apply.

Requirements

  • At least 1-3 years in a technical support role, preferably in a SaaS environment
  • Hands-on experience with at least one programming language (Python, Ruby, Java, or JavaScript) and familiarity with APIs
  • Strong troubleshooting skills and the ability to collaborate with engineers to resolve technical issues
  • A deep understanding of technical and non-technical user needs, with a passion for improving the customer experience
  • Exceptional verbal and written skills, supporting a global customer base
  • Ability to work in a dynamic environment, balancing autonomy and teamwork
  • Organized with the ability to manage multiple priorities effectively
  • Enthusiastic about learning new tools, technologies, and approaches

Responsibilities

  • Troubleshoot technical issues and address customer questions about Nylas product capabilities
  • Manage support tickets with timely updates and thorough resolutions
  • Collaborate with engineering to report bugs, provide feedback, and enhance the platform
  • Create and improve customer-facing documentation, integration guides, and technical resources
  • Partner with go-to-market teams to resolve high-priority issues and support prospects
  • Share customer insights and provide roadmap feedback to the product team

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