Technical Support Engineer (PST)

ABOUT NOOKS.AI http://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 Hubspot, Rippling, and hundreds more.

We’re a team of high performers raising over $70M from top VCs, including Kleiner Perkins, which made its first sales-tech investment in over 10 years by investing in Nooks. Over the past two years, we’ve grown ARR by 4x and then 3x, and we plan to 3x it again this year.

For more information, visit Nooks.ai http://Nooks.ai.

The role

Our skilled 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.

This is a remote role supporting PST customers. It is preferred that this person is in PST.

Responsibilities

- Customer excellence: Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.

- Technical expertise: Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.

- 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 red