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Nooks

Technical Support Engineer (PST)

Pacific Time Zone (Remote)fulltimemidAdded today

About this role

Nooks.ai, an AI lab building sales automation agents, seeks a Technical Support Engineer to deliver exceptional support to their growing customer base. You'll troubleshoot complex platform issues, identify systemic problems, and collaborate across teams to enhance user experience while helping shape early-stage support operations.

What you'll do

  • Provide prompt, empathetic support via Slack, live chat, and email to resolve user issues
  • Debug and troubleshoot technical problems, escalating to engineering when needed
  • Achieve and maintain key performance metrics for response time, resolution time, and satisfaction
  • Identify patterns in support requests and advocate for customers to improve the product
  • Collaborate with engineering, product, and customer success teams to streamline processes
  • Build and maintain knowledge base documentation to empower users and reduce repetitive inquiries

What they're looking for

  • Technical troubleshooting and remote debugging
  • B2B SaaS platform support experience
  • Multi-channel communication (Slack, chat, email)
  • Video conferencing and remote access tools
  • API troubleshooting and Postman (preferred)
  • Salesforce/HubSpot/Outreach platform knowledge (preferred)
  • Self-directed learning in fast-changing environments
  • Documentation and knowledge base writing

Benefits

  • Remote position supporting PST customers
  • Opportunity to shape support operations at an early-stage, well-funded startup
  • Collaboration with high-caliber team
  • Impact on 1,500+ customers including Notion, HubSpot, Cursor, and Rippling
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Nooks

Nooks builds an AI-driven sales platform that enhances sales agent efficiency and automates revenue-generating tasks for customers. The company is hiring Security Engineers, Software Engineers, Agent Engineers, GTM Engineers, and Solutions Engineers to develop AI features, deploy sales agents, strengthen security, optimize revenue operations, and drive technical sales.

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Likely interview questions

  • Tell us about your experience supporting complex, rapidly-changing B2B SaaS products and how you stayed current with product changes.
  • Describe a time you identified a pattern in support requests that led to a product improvement—how did you approach it?
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