Technical Support Engineer
What We Do
Nomis is seeking a Technical Support Engineer to serve as the frontline technical expert and trusted advisor for our enterprise customers when they experience critical interruptions or technical challenges. You'll combine deep technical troubleshooting skills with exceptional customer communication, leading incident resolution efforts that keep our customers' multi-million dollar pricing operations running smoothly.
What You Will Do
Lead Technical Incident Resolution
Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform.
Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions.
Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process.
Apply Deep Technical Investigation
Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior.
Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions.
Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts.
Work with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python to investigate and resolve technical issues.
Drive Proactive Excellence and Knowledge Building
Perform proactive monitoring of telemetry and customer health scorecard metrics, investigating symptomatic or repeat issues before they escalate to customer-reported incidents.
Participate in User Acceptance Testing (UAT) on releases, identifying defects before they reach customers and ensuring high-quality deployments.
Build and maintain the support knowledge base, documenting root causes and resolution patterns that strengthen team capabilities and accelerate future incident response.
Embrace AI tools and automation opportunities, proactively recommending ways to streamline repetitive work and enhance support efficiency.
Stay current with Nomis products, maintaining deep understanding of platform capabilities, customer configurations, and emerging features.
Strengthen Customer Relationships Through Communication
Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams.
Join customer virtual meetings prepared to discuss case details, current status, resolution approach, and next steps with clarity and confidence.
Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience.
Handle complex cases with high attention to detail, managing multiple workstreams while maintaining quality and responsiveness.
What You Bring
Must-Haves:
3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application.
Foundational knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python.
Familiarity responding to infrastructure issues and alerts in cloud environments.
Prior use of common tracking tools such as JIRA and Zendesk (or similar ticketing systems).
Excellent and responsive communication skills—written, oral, and live over video—with the ability to translate technical complexity for varied audiences.
High attention to detail and ability to manage complex cases with multiple moving parts.
Ability to adjust effectively to changing priorities and technical environments, maintaining composure when troubleshooting urgent production issues.
Maintains focus and positive mindset during high-pressure situations, recovering quickly from setbacks to continue delivering exceptional support.
Takes full accountability for incident resolution from initial report through final documentation, following through without requiring constant oversight.
Actively seeks to expand technical knowledge across multiple domains, staying current with platform updates and emerging technologies.
Collaborates effectively across engineering, DevOps, and product teams, sharing knowledge and contributing to collective problem-solving.
Understanding of banking / financial institutions and their products (loans, deposits, auto finance, business banking) and pricing dynamics (Nice-to-Have).
Target Compensation
$60-70K USD.