Technical Support Engineer - US Remote

Job description

ABOUT NOOKS.AI http://Nooks.ai: Nooks is an applied AI lab building the Agent Workspace for GTM. We design AI agents that operate across the full sales action set, 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 1,500 customers run on Nooks, including Notion, HubSpot, Cursor, and Rippling. We’ve raised $70M+ from top VCs like Kleiner Perkins, which made its first sales-tech investment in over a decade with us. Since then, we’ve tripled ARR each year for 3 years running and grown a high-caliber team turning the art of sales into a scalable science. 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 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, 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.