Technical Support Engineer

Job Summary

The Technical Support Engineer delivers end-user support and technical debugging for Nooks' AI-powered GTM platform across EMEA. This engineer troubleshoots complex platform issues via Slack, live chat, email, and video calls, escalates bugs to engineering, creates customer-facing Help Center content, and establishes scalable support frameworks.

Key Roles & Operational Responsibilities

1. Technical Troubleshooting & Customer Excellence

• Multi-Channel Resolution: Provide rapid, empathetic, and accurate technical support via real-time channels including Slack, live chat, email, and video calls.
• Platform Debugging: Investigate, diagnose, and resolve technical issues across a fast-evolving B2B SaaS platform, coordinating with engineering for escalated fixes.
• SLA Performance: Consistently meet and exceed core support Key Performance Indicators (KPIs), such as first-response time, resolution time, and Customer Satisfaction (CSAT) scores.

2. Proactive Insights & Knowledge Architecture

• Trend & Root-Cause Analysis: Track patterns in support tickets to identify underlying product bugs, proactively preventing future customer roadblocks.
• Knowledge Base Development: Author and refine customer-facing Help Center articles, internal documentation, and troubleshooting guides to empower users.
• Cross-Functional Voice of Customer: Partner closely with Product and Engineering teams to feed customer insights back into the product roadmap.

Foundational Capabilities & Prerequisites

Required Qualifications & Technical Skills

• B2B SaaS Background: Minimum 3+ years of technical support experience supporting complex, constantly iterating B2B SaaS environments.
• Communication Channels: Demonstrated mastery in providing real-time technical support via Slack, live chat platforms, and email.
• Real-Time Troubleshooting: Hands-on experience conducting real-time technical troubleshooting via video conferencing and remote access.
• Autonomy & Agility: Self-starter capable of managing multiple issues independently in a fast-paced, high-growth startup culture.

Preferred Technical Qualifications

• API Debugging: Practical familiarity with API troubleshooting and testing tools such as Postman.
• SalesTech Ecosystem: Technical experience with GTM tools such as Salesforce, HubSpot, Outreach, and Salesloft.
• Telephony & Network Systems: Knowledge of VoIP, telephony infrastructure, and network performance troubleshooting.
• OS Administration: Basic experience in Windows or Mac system administration.
• Help Center Authoring: Background writing, editing, or managing public Knowledge Base and Help Center documentation.

What Nooks.ai Offers

• High-Growth Frontier AI: Direct involvement in building AI agents that transform enterprise sales processes for leading global companies.
• Elite Backing & Traction: Backed by Kleiner Perkins with a proven track record of tripling ARR annually for three consecutive years.
• Foundational Impact: Early-stage influence in building out support frameworks, tooling, and operational playbooks for the EMEA region.

Skills Required:

• Computer / Software / It / Data
• Customer / Service / Secretarial