Technical Support Engineer

March 27

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Nooks

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Nooks is an AI sales assistant platform that automates call tasks, prospecting, and coaching to enhance sales productivity and conversion rates. The platform includes features like an AI dialing assistant, prospecting tools, and coaching simulators to help sales teams connect with more prospects efficiently. Nooks aims to supercharge sales teams by significantly increasing their call connects and engagement, allowing them to focus on the human aspects of selling rather than administrative tasks.

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

🔥 Funding within the last year

💰 $22M Series A on 2024-04

📋 Description

• Nooks is the AI Sales Assistant Platform that automates sales processes. • Technical Support team plays a crucial role in delivering an exceptional user experience. • Providing prompt, empathetic, and clear communication. • Debugging and troubleshooting complex technical problems across our platform. • Collaborating with engineering teams to escalate and resolve issues. • Consistently achieving key performance metrics in Support. • Identifying patterns in support requests to address root causes. • Establishing cross-functional relationships with engineering, product, and customer success teams. • Fostering a culture of continuous learning by sharing expertise and mentoring teammates.

🎯 Requirements

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich 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. • 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.

🏖️ Benefits

• Equal employment opportunity employer. • Committed to fostering a diverse and inclusive workforce. • Believes in providing equal employment opportunities to all individuals regardless of protected characteristics.