Technical Support Engineer - AI SaaS, Fast-Paced Growth

Nooks; United States; Remote; USD 70,000 - 105,000; Full time

Job summary

Nooks is seeking a Technical Support Engineer to join our early team and help users derive value from the Nooks Agent Workspace. You will diagnose issues, guide customers to solutions, and collaborate with engineering to prevent future roadblocks.

The role suits someone who thrives in a fast-paced startup, enjoys teaching others, and will help shape support processes, tooling, and a robust knowledge base as we scale.

Qualifications

• 3+ years of Technical Support for complex B2B SaaS platforms.
• Experience supporting via Slack, live chat, and email.
• Proficient in real-time troubleshooting and remote access.
• Excellent written and verbal communication.
• Self-starter capable of learning a rapidly changing SaaS platform in a startup.

Responsibilities

• Provide prompt, empathetic support to resolve user issues.
• Debug and troubleshoot platform problems with engineering when needed.
• Meet KPIs for response and resolution times and CSAT.
• Identify patterns to address root causes and drive product improvements.
• Collaborate with engineering, product, and customer success teams.
• Contribute to building a knowledge base and training teammates.

Skills

Empathy

Clear communication

Problem solving

Tools

Postman

Salesforce

HubSpot

Outreach

Salesloft

Job description

Nooks is seeking a Technical Support Engineer to join our early team and help users derive value from the Nooks Agent Workspace. You will diagnose issues, guide customers to solutions, and collaborate with engineering to prevent future roadblocks.

The role suits someone who thrives in a fast-paced startup, enjoys teaching others, and will help shape support processes, tooling, and a robust knowledge base as we scale.