Technical Support Engineer - US Remote

About the role

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.

Responsibilities

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
• Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
• Maintain high standards for support KPIs, including response times, resolution times, and customer satisfaction scores.
• Proactively solve problems and advocate for customers by identifying 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 with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
• Support, teach, and build knowledge by fostering a culture of continuous learning, sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries.

Requirements

• 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.

Qualifications

Must have a bachelor’s degree in Computer Science, Engineering, or a related field.

Skills

• Strong problem-solving and analytical skills.
• Ability to work independently and manage multiple tasks efficiently.
• Effective communication and interpersonal skills.
• Knowledge of B2B SaaS platforms and troubleshooting techniques.

Benefits

Nooks offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible hours to accommodate the needs of the customer support team.

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.