Technical Support Engineer - Remote Role at Nooks

About the Role

We're hiring a Technical Support Engineer to join our dynamic team at Nooks. This remote role is perfect for someone who thrives in a fast-paced environment and is passionate about providing exceptional support to our users. As a Technical Support Engineer, you will leverage your technical expertise to solve immediate issues while proactively identifying trends to prevent future roadblocks. Join us in revolutionizing the sales process with our AI Sales Assistant Platform (ASAP).

What You'll Do

• Provide prompt, empathetic, and clear communication to help users resolve issues, ensuring a positive support experience.
• Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
• Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.
• Identify patterns in support requests to address root causes and anticipate user needs, improving the product continuously.
• Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
• Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing to a robust knowledge base.

Requirements

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich 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.

Nice to Have

• Familiarity with API troubleshooting and tools such as Postman.
• Technical experience with tools like Salesforce, HubSpot, Outreach, Salesloft, etc.
• Experience in Windows or Mac administration.
• Experience with telephony, VoIP, and network troubleshooting.
• Experience writing/editing customer-facing Help Center articles.

What We Offer

• Competitive salary and benefits package.
• Flexible remote work environment.
• Opportunity to work with a high-performing team in a rapidly growing company.
• Professional development and growth opportunities.
• A culture that values diversity and inclusion.