Remote Technical Support Engineer, SaaS (PST)

Nooks; Washington; On-site; USD 80,000 - 120,000; Full time

Job summary

Nooks is seeking a Technical Support Engineer to join our remote team supporting PST customers. You will apply your technical expertise to resolve issues and help users get the most value from Nooks.

As an early team member, you will shape support processes, build a knowledge base, and collaborate with engineering, product, and customer success to prevent future roadblocks. This role requires 3+ years of experience, proficiency with Slack and live chat, and a self-driven attitude.

Qualifications

• 3+ years of Technical Support for complex B2B SaaS platforms.
• Experience supporting via Slack, live chat, and email.
• Strong real-time troubleshooting and remote access skills.
• Excellent written and verbal communication.
• Self-starter in a fast-changing startup environment.
• Ability to manage multiple tasks independently.

Responsibilities

• Provide prompt, empathetic support to resolve issues and delight users.
• Debug and troubleshoot platform problems with engineering collaboration.
• Meet and work toward key Support KPIs (response and resolution times, CSAT).
• Identify patterns and relay insights to product teams.
• Collaborate with engineering, product, and customer success to improve processes.
• Contribute to knowledge base and mentor teammates.

Skills

Technical support

SaaS experience

Slack/live chat

Remote troubleshooting

Written communication

Independent worker

Tools

Postman

Salesforce

HubSpot

Outreach

Salesloft

Job description

Nooks is seeking a Technical Support Engineer to join our remote team supporting PST customers. You will apply your technical expertise to resolve issues and help users get the most value from Nooks.

As an early team member, you will shape support processes, build a knowledge base, and collaborate with engineering, product, and customer success to prevent future roadblocks. This role requires 3+ years of experience, proficiency with Slack and live chat, and a self-driven attitude.