Lead Support Engineer

Nimble; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Nimble is seeking a Support Engineer to assist customers in leveraging their platform and APIs for effective data collection and usage. You will troubleshoot complex technical issues related to APIs and integrations, working closely with the Customer Success and Engineering teams.

The ideal candidate has over 3 years of experience in technical support roles, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical audiences. Knowledge of web scraping and data extraction is a plus.

Qualifications

• 3+ years in a customer-facing technical role in a B2B SaaS environment.
• Strong understanding of HTTP/S, DNS, proxies, and APIs.
• Experience with troubleshooting and technical documentation.

Responsibilities

• Provide primary technical support for Nimble’s APIs.
• Resolve issues related to API, integration, and platform.
• Collaborate with teams to improve product reliability.

Skills

API troubleshooting

Networking

Web technologies

Analytical skills

Communication

Customer service

Tools

Postman

cURL

AWS

GCP

Azure

Job description

As a Support Engineer, you will help prospects and customers successfully leverage Nimble’s platform and APIs to collect and utilize public web data. You will serve as a trusted technical resource, providing hands‑on support across onboarding, implementation, troubleshooting, and ongoing optimization.

Working closely with Customer Success, Solutions Engineering, Product, and R&D teams, you will resolve technical issues, support integrations, and help customers maximize the value of Nimble’s solutions. This role is ideal for someone who enjoys solving complex technical problems, working directly with customers, and building expertise in APIs, web technologies, and data extraction.

Responsibilities

• Serve as the primary technical support contact for customers using Nimble’s APIs and data collection solutions.
• Troubleshoot and resolve API, integration, platform, and web data extraction issues, including website blocking mechanisms such as captchas, bot detection, geo‑restrictions, and IP limitations.
• Guide customers on implementation, onboarding, platform configuration, and best practices for data collection and workflow optimization.
• Investigate customer issues using logs, monitoring tools, and system diagnostics to identify root causes and deliver effective solutions.
• Collaborate with Product and Engineering teams to expedite issue resolution, reproduce bugs, validate fixes, and improve platform reliability.
• Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and root cause analyses.
• Assist customers with platform usage, product capabilities, consumption models, and technical questions.
• Drive continuous improvement of support processes, tools, and monitoring while providing customer feedback to influence product enhancements.

Requirements

• 3+ years of experience as a Support Engineer, Technical Support Engineer, Solutions Engineer, or similar customer‑facing technical role, preferably in a B2B SaaS environment.
• Strong understanding of networking and web technologies, including HTTP/S, DNS, proxies, VPNs, APIs, and browser‑based applications.
• Hands‑on experience troubleshooting APIs and integrations using tools such as Postman, cURL, browser developer tools, and command‑line interfaces.
• Experience working with cloud platforms (AWS, GCP, or Azure).
• Strong analytical and problem‑solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
• Customer‑first mindset, strong sense of ownership, and the ability to work independently in a fast‑paced, collaborative environment.
• Curiosity and eagerness to learn new technologies and become a subject‑matter expert.
• Experience with web scraping, data extraction, or data quality validation is a strong advantage.