Technical Support Engineer

Nooks; San Francisco (CA); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Nooks.ai is hiring a Technical Support Engineer in San Francisco to help customers maximize product value. You will resolve complex issues in a fast-paced SaaS environment, collaborate with engineering, and contribute to scalable support processes and a knowledge base.

The role emphasizes customer-centric communication, hands-on technical troubleshooting, and ongoing improvement of support operations as an early team member.

Formación

• 3+ years of Technical Support experience for complex B2B SaaS platforms.
• Experience providing support 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 fast-changing SaaS startup.

Responsabilidades

• Provide prompt, empathetic, and clear customer support to resolve issues and ensure a positive experience.
• Debug and troubleshoot technical problems, collaborating with engineering to resolve issues.

Conocimientos

End-user support

Slack

Live chat

Video conferencing

Remote access

Written communication

Independent worker

Multi-tasking

Herramientas

Postman

Salesforce

HubSpot

Outreach

Salesloft

Windows

Mac OS

Descripción del empleo

About Nooks.ai:

Nooks is an applied AI lab building revenue agents that power some of the fastest growing companies in the world. We build AI agents that operate across the full revenue lifecycle, from account strategy to prospect research and outreach. Building 0→1 has never been easier, but selling at the speed of the market remains the last frontier for AI. Our mission is to 10x every seller by automating the busywork so they can focus on what humans do best: closing deals.

Today, over 2000 customers power their revenue growth using Nooks, including Notion, HubSpot, Cursor, and Rippling. We've raised over 70M USD from top VCs like Kleiner Perkins, and we have more than tripled ARR each year for 3 years running.

The role

Our skilled Technical Support team plays a crucial role in delivering an exceptional user experience. We’re dedicated to helping users get the most value from Nooks, ensuring they’re delighted with their overall product experience. As a Technical Support Engineer, you’ll leverage your technical expertise and problem-solving skills to deliver exceptional support, solving immediate issues while proactively identifying and addressing underlying trends to prevent future roadblocks.

This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, loves helping users succeed, and brings a curious, solution-oriented mindset to every interaction. As an early member of our team, you’ll play a pivotal role in shaping our support operations—developing and refining processes, implementing tools, and building a robust knowledge base that sets the foundation for scalable success.

Responsibilities

• Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.

• Technical expertise: Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to elevate and resolve issues as needed.

• Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.

• Proactively solve problems & advocate for customers: Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement.

• Establish cross-functional relationships: Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.

• Support, teach, and build knowledge: Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries

Required Experience

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.

• Demonstrated success providing support through Slack, live chat channels, and email.

• Proficient in real-time troubleshooting, including video conferencing and remote access.

• Excellent written and verbal communication skills.

• Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.

• Proven ability to work independently and manage multiple tasks efficiently.

Preferred Experience

• Familiarity with API troubleshooting and/or tools such as Postman.

• Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc.

• Experience in Windows or Mac administration.

• Experience of telephony, VoIP, and network troubleshooting.

• Experience writing/editing customer-facing Help Center articles.

Equal Employment Opportunity Statement

Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.