Product Support Engineer

Nominal; New York (NY); On-site; USD 94,000 - 140,000; Full time

Benefits offered by this job

100% coverage of medical, dental, and-

Unlimited PTO and sick leave

Free lunch, snacks, and coffee

Professional Development Stipend

In-office hardware lab with a $250项目刺

Annual company retreat

Job summary

Nominal in New York seeks a Senior Support Engineer to own complex technical problems end-to-end, from investigation to resolution. You’ll work closely with engineers and customers, debug real systems, and translate issues into product improvements.

Build a scalable knowledge base, contribute to AI-assisted workflows, and ensure fast, safe outcomes for high-stakes hardware projects. You will engage with logs, APIs, databases, and code, leveraging SQL, Python, and observability tools to diagnose

Qualifications

• Strong API familiarity and backend data access.
• Proficient in SQL and Python with data analysis experience.
• Experience debugging complex hardware/software systems.
• Ability to translate customer issues into actionable tech tasks.

Responsibilities

• Own technical problems end-to-end from investigation to resolution.
• Work directly with engineers to understand usage and troubleshoot issues.
• Debug production systems across logs, APIs, databases, and code.
• Partner with product and engineering to prioritize fixes and close gaps.
• Turn support insights into product improvements and documentation.
• Build knowledge base, troubleshooting guides, and internal tools.
• Leverage AI to accelerate debugging and automate workflows.
• Own high-impact moments when blockers occur and drive resolution.

Skills

APIs

SQL

Python

Data analysis

Hardware awareness

Customer empathy

Debugging

Product thinking

Tools

Datadog

GitHub

LabVIEW

MATLAB

MCAP

HDF5

Pandas

Job description

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, analyse 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 programmes 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.

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 such as 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., (iv) Asylee 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.