Tech Support Lead for AI Data & Web Platform

Nimbleway; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

Nimble seeks a Technical Support Team Lead in New York to guide a small team of engineers and act as the primary escalation point for advanced customer issues. You will solve complex problems with Nimble’s APIs and data infrastructure, shaping efficient support processes and customer outcomes.

You’ll collaborate with Customer Success, Solutions Engineering, Product, and R&D to improve reliability and the customer experience, while mentoring teammates and building scalable support practices in a

Qualifications

• 4+ years of experience in a support/engineering role in a B2B SaaS environment.
• Experience leading or mentoring a technical support team.
• Senior escalation point for complex customer issues.
• Strong experience with cloud platforms (AWS, GCP, Azure).
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Serve as the technical lead and primary escalation point for complex customer issues involving Nimble’s APIs, web data infrastructure, and platform.
• Troubleshoot and resolve issues across APIs, integrations, networking, and web data extraction, including CAPTCHA, bot detection, geo-restrictions, rate limiting, and IP restrictions.
• Work directly with customers on onboarding, implementation, optimization, and troubleshooting, with success teams.
• Establish and improve support playbooks, documentation standards, and operational processes.
• Help build and scale the Support function by defining processes and tooling needs.
• Mentor and support Support Engineers through guidance, troubleshooting, and knowledge sharing.
• Identify recurring pain points and suggest product/process improvements.
• Contribute to automation, monitoring, and internal tooling efforts.
• Create technical documentation and knowledge base content.
• Collect customer feedback to influence product improvements.
• Participate in incident management and coordinate responses to critical events.

Skills

APIs

Web technologies

Python

Troubleshooting

Cross-functional collaboration

Communication skills

Tools

AWS

GCP

Azure

Python scripting

Job description

Nimble seeks a Technical Support Team Lead in New York to guide a small team of engineers and act as the primary escalation point for advanced customer issues. You will solve complex problems with Nimble’s APIs and data infrastructure, shaping efficient support processes and customer outcomes.

You’ll collaborate with Customer Success, Solutions Engineering, Product, and R&D to improve reliability and the customer experience, while mentoring teammates and building scalable support practices in a