Technical Support Engineer

Job Summary

The Technical Support Engineer acts as the primary technical point of contact for EMEA customers using the Nooks platform. Core responsibilities include debugging complex platform behavior, running real-time API and integration diagnostics, achieving key support KPIs, collaborating closely with core engineering teams to resolve bugs, tracking request patterns to shape product updates, and creating customer-facing documentation.

Technical Environment & Ecosystem

In your daily workflows, you will troubleshoot across a highly integrated, rapidly iterating product stack that interfaces with:

• Enterprise CRMs & Sales Engagement Platforms: Salesforce, HubSpot, Outreach, and Salesloft.
• Core Communication Layers: VoIP systems, real-time telephony architectures, WebRTC protocols, and localized network routing.
• Data Inspection & API Delivery: Postman, browser developer tools (network logs/console traces), and internal API endpoints.
• Customer Interaction Frameworks: Enterprise Slack channels, live chat engines, email queues, and real-time video diagnostic sessions.

Experience & Competencies

Candidates must demonstrate a strong technical support foundation within fast-changing B2B SaaS environments, along with the ability to build internal documentation:

Core Technical Support Foundations

• B2B SaaS Domain Tenure: Minimum of 3+ years of direct professional experience delivering technical end-user support on complex, feature-rich B2B SaaS platforms.
• Rapid-Iteration Literacy: Proven success working within early-stage startup environments where the core product, feature configurations, and user interfaces iterate rapidly.
• Omnichannel Support Mastery: Demonstrated experience managing and resolving issues across multiple channels, including enterprise Slack Connect channels, live chat tools, and structured email queues.
• Real-Time Diagnostics: Proficient in live, high-pressure troubleshooting environments, including video conferences, screen shares, and remote access environments.

Technical Skill Set & Integrations (Preferred)

• API Troubleshooting: Practical familiarity reading API documentation and diagnosing request/response payloads using tools like Postman or browser developer consoles.
• GTM Stack Architecture: Direct experience navigating, configuring, or troubleshooting standard sales-tech systems like Salesforce, HubSpot, Outreach, or Salesloft.
• Operating System Administration: Practical experience running basic administration, log parsing, and access troubleshooting within Windows or macOS environments.
• Telephony & Network Literacy: Foundational knowledge of VoIP protocols, telephony pathways, SIP signaling, and local network diagnostics (firewall blocks, latency spikes, WebRTC drops).

Soft Skills & Process Engineering

• Empathetic Communication: Exceptional written and verbal English communication skills, allowing you to translate complex technical bugs into clear, reassuring instructions for users.
• Process Builder Mindset: A proactive desire to design support workflows, evaluate ticket management tools, and author public Help Center articles to reduce repetitive inquiries.
• Data-Driven Advocacy: The analytical ability to spot underlying trends across support tickets and present them as clear feature requests to product teams.

Key Responsibilities

1. Technical Troubleshooting & Incident Resolution (35%)

• Resolve Complex Issues: Deeply investigate, debug, and troubleshoot complex technical errors reported across the Nooks platform by EMEA enterprise clients.
• Isolate System Bugs: Replicate user environments, inspect console logs, and analyze API payloads to differentiate between localized configuration errors, network anomalies, and system-wide bugs.
• Escalate to Engineering: Build comprehensive technical issue tickets for our core engineering teams, passing along reproduction steps and stack traces to ensure rapid resolution.

2. Customer Excellence & KPI Performance (25%)

• Deliver Empathetic Support: Provide rapid, clear, and highly supportive communications to users across Slack, chat, and email to turn frustrating bugs into positive customer experiences.
• Meet Core Metrics: Consistently meet or exceed key performance indicators (KPIs), focusing on first-response times, total resolution times, and customer satisfaction (CSAT) scores.
• Lead Live Diagnostics: Lead video troubleshooting sessions directly with enterprise users to diagnose and resolve high-priority blockages on the spot.

3. Customer Advocacy & Cross-Functional Collaboration (20%)

• Analyze Issue Trends: Review incoming support requests regularly to identify recurring bugs, tracking root causes and recommending product fixes.
• Bridge Internal Teams: Collaborate closely with Product, Engineering, and Customer Success teams to align customer needs with our product roadmap and release schedules.
• Champion the User Experience: Act as a vocal internal advocate for the customer, ensuring that usability metrics and user feedback remain core factors in design choices.

4. Knowledge Engineering & Support Scalability (20%)

• Build the Knowledge Base: Author, edit, and expand a comprehensive library of customer-facing Help Center articles, making it easier for users to solve issues independently.
• Mentor and Share Knowledge: Maintain a culture of continuous learning by sharing technical insights, drafting internal troubleshooting runs, and onboarding new support team members.
• Streamline Support Workflows: Implement internal tools, design automated macro responses, and refine operational processes to help our support engine scale smoothly as our customer base grows.

Expected Outputs & Deliverables

• Fast first-response times and consistently high customer satisfaction scores across EMEA ticket queues.
• Highly descriptive engineering escalation tickets containing clear steps to reproduce errors and system log captures.
• A well-structured collection of user-facing Help Center articles and internal technical runbooks.
• Monthly trend analysis reports mapping common platform vulnerabilities and user friction points back to the product team.

Skills Required:

• Computer / Software / It / Data