Remote Technical Support Engineer for SaaS AI Platform

Nooks; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Nooks is seeking a Technical Support Engineer to help users maximize value from our B2B SaaS platform. In this early team, you will diagnose issues, collaborate with engineering, and contribute to a scalable knowledge base to reduce repetitive queries.

The role is remote (PST-friendly) with a focus on customer excellence, proactive problem solving, and cross-functional collaboration across product and success teams.

Qualifications

• 3+ years of Technical Support for a complex B2B SaaS platform.
• Experience supporting customers via Slack, live chat, and email.
• Proficient in real-time troubleshooting including video conferencing and remote access.
• Excellent written and verbal communication skills.
• Self-starter with experience in a rapidly changing SaaS startup environment.
• Proven ability to work independently and manage multiple tasks.

Responsibilities

• Provide prompt, empathetic, and clear communication to help users resolve issues and create a positive support experience.
• Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams.
• Meet KPIs for support, including response and resolution times and customer satisfaction.
• Identify patterns in support requests to address root causes and improve the product.
• Establish cross-functional relationships with engineering, product, and customer success teams.
• Support, teach, and build knowledge by contributing to a robust knowledge base.

Skills

Slack

Live chat

Email support

Troubleshooting

Communication

Self-starting

Multitasking

Tools

Postman

Salesforce

HubSpot

Outreach

Salesloft

Job description

Nooks is seeking a Technical Support Engineer to help users maximize value from our B2B SaaS platform. In this early team, you will diagnose issues, collaborate with engineering, and contribute to a scalable knowledge base to reduce repetitive queries.

The role is remote (PST-friendly) with a focus on customer excellence, proactive problem solving, and cross-functional collaboration across product and success teams.