Product Support Engineer

Mosaic.tech; Greater London; On-site; GBP 69,000 - 103,000; Full time

Benefits offered by this job

100% medical/dental/vision insurance

Unlimited PTO and sick leave

Free lunch, snacks, and coffee

Professional Development Stipend

In-office hardware lab with a $250/stp

Annual company retreat

Job summary

Nominal is seeking a Product Support Engineer to bridge software, product, and customer experience. You’ll own complex customer issues, work with engineers to understand usage, and debug real engineering problems across logs, APIs, and production systems.

You’ll help distinguish bugs from product gaps, drive improvements, and contribute to knowledge base and tooling. Strong SQL/Python skills and hardware curiosity are highly valued.

Qualifications

• Strong API, DB and observability knowledge.
• Proficient in Python and data tools (Pandas).
• Experience with LabVIEW, MATLAB, MCAP, HDF5 is a plus.
• Ability to read code and navigate complex systems.
• Customer-facing role with problem-solving focus.

Responsibilities

• Own technical issues end-to-end from investigation to resolution.
• Collaborate directly with engineers to troubleshoot and optimize usage of Nominal.
• Debug real systems by inspecting logs, APIs, databases, code and production data.
• Bridge customer problems with product and engineering to close gaps.
• Identify recurring issues and drive product/documentation improvements.
• Create technical documentation and troubleshooting guides.

Skills

APIs

Postgres

MySQL

ClickHouse

Datadog

Python

GitHub

Pandas

SQL

Builder Mindset

Customer Empathy

Debugging

Product Thinking

Cross-Functional

Communication

Hardware Curious

LabVIEW

MATLAB

MCAP

HDF5

Tools

Datadog

GitHub

Python

Job description

Product Support Engineer

New York, NY London

Growth

In office

Full-time

About Nominal

Nominal is building the connected test and operations platform powering the world's most advanced hardware systems, from spacecraft and autonomous vehicles to next-generation defense programs. Our platform gives hardware engineering teams a single place to ingest data, analyze performance, automate test execution, and collaborate across every phase of development, so they can move faster without sacrificing safety or precision. We're a fast-moving team that owns problems end-to-end, works across disciplines, and thrives at the intersection of hardware and software.

We serve top-tier commercial and defense customers, from autonomy leaders like Anduril and Shield AI to next-generation aerospace teams like Hermeus and REGENT, and performance engineering teams like Pratt Miller Motorsports, alongside mission partners within the U.S. Navy and U.S. Air Force on programs where failure isn’t an option. We’re backed by Sequoia, General Catalyst, Founders Fund, Lux Capital, and Lightspeed. Our team draws from SpaceX, Palantir, Anduril, Applied Intuition, and other leading companies, united by a common mission: giving hardware engineers the tools to build the future with speed, safety, and confidence.

We’re looking for a Product Support Engineer who sits at the intersection of software, product, and customer experience. You're closer to a product engineer than a ticket resolver. You'll spend your time understanding how technical customers use the product, debugging real engineering problems, partnering with the teams building Nominal, and turning what you learn into a better product.

About the role

• Own Technical Problems End-to-End: Take ownership of complex customer issues from initial investigation through resolution. You’ll dig into the problem, identify the root cause, and drive it to closure.
• Work Directly With Engineers: Partner closely with highly technical customers to understand how they use Nominal, troubleshoot issues, and help them get the most out of the product.
• Debug the Real Thing: Dive into logs, APIs, databases, code, and production systems to understand what’s happening. You won’t just be routing tickets, you’ll be solving problems.
• Partner With Product & Engineering: Bring customer problems directly to the teams building the product. Help distinguish bugs from product gaps, influence priorities, and push issues toward lasting solutions.
• Turn Support Into Product Improvements: Identify recurring patterns across customers and use those insights to improve the product, documentation, tooling, and overall customer experience.
• Build the Knowledge Base: Create technical documentation, troubleshooting guides, and internal tools that make the team and our customers more self-sufficient.
• Use AI to Work Smarter: Leverage AI to accelerate debugging, investigate issues, automate repetitive workflows, and build tools that make technical support more scalable.
• Own High-Impact Moments: When something breaks or a customer is blocked, you’ll be the person who jumps in, figures out what’s happening, and keeps everyone moving.

We're Looking for Someone With

• Strong Technical Fluency: Comfortable with APIs, relational databases like Postgres, MySQL, or ClickHouse, and observability tools like Datadog. You can write Python, navigate a codebase, and work comfortably in GitHub.
• A Builder Mindset: You enjoy figuring things out yourself. You don't need a perfectly documented playbook and are comfortable digging into unfamiliar systems to find the answer.
• Customer Empathy: You like working directly with technical users and can translate a customer's problem into a clear technical issue or product opportunity.
• Debugging Instincts: You know how to follow a problem through logs, data, APIs, and code to get to the root cause rather than stopping at a workaround.
• Product Thinking: You can recognize when a customer issue points to a deeper product problem and advocate for changes that improve the experience for more than one customer.
• Cross-Functional Strength: You can work seamlessly with engineering and product, communicate technical context clearly, and keep issues moving without waiting for someone else to take ownership.
• Clear Communication: You can explain complex technical problems simply, whether you're talking to an engineer, a customer, or an executive.
• Hardware Curious: Experience with hardware development, testing, measurement, validation, or other engineering environments is a strong plus.
• Familiarity With Technical Data: Experience with tools or formats like LabVIEW, MATLAB, MCAP, or HDF5 is a plus.
• Data Skills: Strong SQL and Python skills, including experience with Pandas or similar data analysis tools.

Benefits/Perks

• 100% coverage of medical, dental, and vision insurance
• Unlimited PTO and sick leave
• Free lunch, snacks, and coffee
• Professional Development Stipend
• In-office hardware lab with a $250 project stipend
• Annual company retreat

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

ITAR Requirements

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Compensation

The base pay range for this role is $93,500 – $140,000 per year.