Nooks is looking for a Technical Support Engineer to join its Customer Success & Support team and provide world-class technical assistance to customers across the EMEA region. In this fully remote role, you will troubleshoot complex technical issues, collaborate closely with Engineering and Product teams, and help customers maximize the value of Nooks' AI-powered sales platform.

As an early member of the support organization, you will also help shape support processes, improve internal tooling, contribute to the knowledge base, and proactively identify product improvements based on customer feedback. This is an excellent opportunity for a technically minded support professional who enjoys solving complex SaaS problems in a fast-paced startup environment.

• Provide prompt, professional, and empathetic technical support to customers across multiple communication channels.
• Debug and troubleshoot complex technical issues while collaborating with Engineering teams to resolve escalated cases.
• Meet key support performance metrics including response times, resolution times, and customer satisfaction.
• Identify recurring issues, analyze root causes, and recommend product improvements.
• Advocate for customer needs by sharing insights with Product, Engineering, and Customer Success teams.
• Build strong cross-functional relationships to improve customer experience and operational efficiency.
• Create, maintain, and improve customer-facing documentation and internal knowledge base articles.
• Mentor teammates and contribute to a culture of continuous learning and knowledge sharing.
• Support customers through Slack, live chat, email, video conferencing, and remote troubleshooting sessions.

• 3+ years of Technical Support experience supporting complex B2B SaaS platforms.
• Experience providing customer support through Slack, live chat, and email.
• Strong troubleshooting skills using video conferencing and remote access tools.
• Excellent written and verbal communication skills.
• Ability to work independently in a fast-paced startup environment.
• Strong organizational and multitasking abilities.
• Nice to have: Experience troubleshooting REST APIs using Postman or similar tools.
• Nice to have: Experience with Salesforce, HubSpot, Outreach, Salesloft, or similar CRM platforms.
• Nice to have: Windows and macOS administration experience.
• Nice to have: Knowledge of networking, VoIP, and telephony troubleshooting.
• Nice to have: Experience writing customer-facing Help Center documentation.