Technical Support Engineer — B2B SaaS AI Platform

Nooks; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Nooks is seeking a Technical Support Engineer to help users get the most value from our B2B SaaS platform. You will troubleshoot complex issues, collaborate with the engineering team, and contribute to scalable support processes in an early-stage startup environment.

As a first-line technical specialist, you will help build a robust knowledge base, improve response times, and drive customer success while adapting to a rapidly evolving product.

Qualifications

• 3+ years of Technical Support experience for complex, B2B SaaS platforms.
• Proficient in real-time troubleshooting via Slack, live chat, and email.
• Strong written and verbal communication skills.
• Self-starter capable of working in an early-stage startup.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Provide prompt, empathetic, clear communication to resolve user issues and create positive support experiences.
• Debug and troubleshoot across the platform, collaborating with engineering to resolve issues.
• Meet KPIs for response and resolution times and customer satisfaction.
• Identify patterns to address root causes and share insights with product teams.
• Establish cross-functional relationships with engineering, product, and customer success.
• Teach colleagues and contribute to a robust knowledge base.

Skills

Customer support

SaaS

Slack

Live chat

Email support

Problem solving

Tools

Postman

Salesforce

HubSpot

Outreach

Salesloft

Remote support tools

Job description

Nooks is seeking a Technical Support Engineer to help users get the most value from our B2B SaaS platform. You will troubleshoot complex issues, collaborate with the engineering team, and contribute to scalable support processes in an early-stage startup environment.

As a first-line technical specialist, you will help build a robust knowledge base, improve response times, and drive customer success while adapting to a rapidly evolving product.