Sr. Technical Support Engineer - AI Prospector

About Nooks.ai:Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like 1Password, Fivetran, Greenhouse, and hundreds more. For more information, visit Nooks.ai.Our small but mighty Technical Support team plays a crucial role in delivering an exceptional user experience. We’re dedicated to helping users get the most value from Nooks, ensuring they’re delighted with their overall product experience. As a Technical Support Engineer, you’ll leverage your technical expertise and problem-solving skills to deliver exceptional support, solving immediate issues while proactively identifying and addressing underlying trends to prevent future roadblocks.This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, loves helping users succeed, and brings a curious, solution-oriented mindset to every interaction. As an early member of our team, you’ll play a pivotal role in shaping our support operations—developing and refining processes, implementing tools, and building a robust knowledge base that sets the foundation for scalable success.ResponsibilitiesTechnical expertise: Debug and troubleshoot recurring and more complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores.Proactively solve problems & advocate for customers: Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement.Establish cross-functional relationships: Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.Support, teach, and build knowledge: Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiriesAssist with Technical Support tools and operations: Develop internal tools to improve troubleshooting efficiency and effectiveness and minimize triage time by Engineering.Required Experience3+ years of experience handling more complex or escalated issues, such as troubleshooting complex configurations, workflow automations, API issues, and more.3+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms.Demonstrated success collaborating with Engineering to resolve issues and avoid recurrences.Demonstrated success providing support through Slack, live chat, and real-time troubleshooting via video conferencing.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.Excellent written and verbal communication skills.Preferred ExperienceTechnical 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.Work ScheduleThe schedule is US hours (ideally 7 am - 4 pm PST) on Monday through Friday. Hours may be adjusted in the future, based on customer needs. Any change will be notified in advance.Equal Employment Opportunity StatementNooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.

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