Technical Support Engineer

What is Nooks?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest.

The problem we solve

Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks, and many other tech companies have sizable SDR/BDR teams)

In their day-to-day, SDR/BDRs spend time on 3 main activities:

1. Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
2. Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo.
3. Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved.

Much of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more!

The role

Our small but mighty 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 escalate 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 B2B SaaS platforms
• Demonstrated success providing support through email, Slack, and live chat channels 
• 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, ideally 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.
• Familiarity with Zendesk, Zendesk Chat, or similar support platforms.
• 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.

Work Schedule & Location

• This is a remote position based in the United States.
• The schedule is US hours (7AM - 4PM ET or 9AM - 6PM ET).
• Hours may be adjusted in the future, based on customer needs. Any change will be notified in advance.