Product Support Engineer

About the role

We're looking for a Product Support Engineer who sits at the intersection of software, product, and customer experience. You're closer to a product engineer than a ticket resolver. You'll spend your time understanding how technical customers use the product, debugging real engineering problems, partnering with the teams building Nominal, and turning what you learn into a better product.

• Own Technical Problems End-to-End: Take ownership of complex customer issues from initial investigation through resolution. You'll dig into the problem, identify the root cause, and drive it to closure.
• Work Directly With Engineers: Partner closely with highly technical customers to understand how they use Nominal, troubleshoot issues, and help them get the most out of the product.
• Debug the Real Thing: Dive into logs, APIs, databases, code, and production systems to understand what's happening. You won't just be routing tickets, you'll be solving problems.
• Partner With Product & Engineering: Bring customer problems directly to the teams building the product. Help distinguish bugs from product gaps, influence priorities, and push issues toward lasting solutions.
• Turn Support Into Product Improvements: Identify recurring patterns across customers and use those insights to improve the product, documentation, tooling, and overall customer experience.
• Build the Knowledge Base: Create technical documentation, troubleshooting guides, and internal tools that make the team and our customers more self-sufficient.
• Use AI to Work Smarter: Leverage AI to accelerate debugging, investigate issues, automate repetitive workflows, and build tools that make technical support more scalable.
• Own High-Impact Moments: When something breaks or a customer is blocked, you'll be the person who jumps in, figures out what's happening, and keeps everyone moving.

We're Looking for Someone With

• Strong Technical Fluency: Comfortable with APIs, relational databases like Postgres, MySQL, or ClickHouse, and observability tools like Datadog. You can write Python, navigate a codebase, and work comfortably in GitHub.
• A Builder Mindset: You enjoy figuring things out yourself. You don't need a perfectly documented playbook and are comfortable digging into unfamiliar systems to find the answer.
• Customer Empathy: You like working directly with technical users and can translate a customer's problem into a clear technical issue or product opportunity.
• Debugging Instincts: You know how to follow a problem through logs, data, APIs, and code to get to the root cause rather than stopping at a workaround.
• Product Thinking: You can recognize when a customer issue points to a deeper product problem and advocate for changes that improve the experience for more than one customer.
• Cross-Functional Strength: You can work seamlessly with engineering and product, communicate technical context clearly, and keep issues moving without waiting for someone else to take ownership.
• Clear Communication: You can explain complex technical problems simply, whether you're talking to an engineer, a customer, or an executive.
• Hardware Curious: Experience with hardware development, testing, measurement, validation, or other engineering environments is a strong plus.
• Familiarity With Technical Data: Experience with tools or formats like LabVIEW, MATLAB, MCAP, or HDF5 is a plus.
• Data Skills: Strong SQL and Python skills, including experience with Pandas or similar data analysis tools.

Benefits/Perks

• 🏥 100% coverage of medical, dental, and vision insurance
• 🏖️ Unlimited PTO and sick leave
• 🍽️ Free lunch, snacks, and coffee
• 🚀 Professional Development Stipend
• 🛠️ In-office hardware lab with a $250 project stipend
• ✈️ Annual company retreat

ITAR Requirements

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C. 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

Compensation

The base pay range for this role is $93,500 – $140,000 per year.