Technical Support Engineer - PST
Nooks · Remote · Pacific Time Zone ·
COMPENSATION
$95k – $105k
Listed on the employer's job board (Ashby)
- Fully remote (PST hours)
- B2B SaaS support
- Early-stage startup
- API troubleshooting plus
- 3+ years experience
Join the support team at Nooks, an applied AI lab building an Agent Workspace for go-to-market strategies. You will help over 1,500 customers, including major tech firms, maximize value from the product by resolving technical challenges and improving user experience.
As an early team member, you will shape support operations, refine processes, and build a knowledge base. The ideal candidate thrives in fast-paced startup environments and enjoys turning customer feedback into product improvements.
What you'll do
- Provide prompt and clear communication to resolve user issues effectively
- Debug and troubleshoot complex technical problems across the platform
- Collaborate with engineering teams to escalate and fix underlying bugs
- Meet key performance metrics for response and resolution times
- Identify patterns in requests to address root causes proactively
- Share customer insights with product teams to drive improvements
- Contribute to a robust knowledge base to reduce repetitive inquiries
What you'll need
- 3+ years of technical support experience in B2B SaaS platforms
- Proven success supporting users via Slack, live chat, and email
- Proficient in real-time troubleshooting using video and remote access
- Excellent written and verbal communication skills
- Self-starter comfortable with rapidly changing startup environments
- Ability to work independently and manage multiple tasks efficiently
Nice to have
- Familiarity with API troubleshooting and tools like Postman
- Experience with Salesforce, HubSpot, Outreach, or Salesloft
- Background in Windows or Mac administration
- Knowledge of telephony, VoIP, and network troubleshooting
- Experience writing or editing customer-facing Help Center articles
Stack
- Slack
- Postman
- Salesforce
- HubSpot
- Outreach
- Salesloft
How you'll work
- Fully remote position
- Must work during Pacific Standard Time hours