Job Overview
Location
Pacific Time Zone
Job Type
Full-time
Category
Customer Support
Date Posted
March 30, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Engineer at Nooks Platform Inc., you will be a critical frontline advocate for users of the AI Sales Assistant Platform, directly impacting customer satisfaction, product adoption, and revenue growth by resolving technical issues swiftly and empathetically in a fast-paced, high-growth SaaS environment.
- • You will provide prompt, empathetic, and clear communication across Slack, live chat, and email to help users resolve complex technical issues, ensuring a positive and memorable support experience while consistently meeting KPIs for response time, resolution time, and customer satisfaction scores.
- • You will leverage your technical expertise to debug and troubleshoot intricate problems across the Nooks platform—including API integrations, telephony/VoIP systems, and workflow automations—collaborating with engineering teams to escalate, reproduce, and resolve bugs while advocating for customer needs in product discussions.
- • You will proactively identify patterns in support tickets to uncover root causes, anticipate user needs, and drive continuous improvement by sharing actionable insights with product, engineering, and customer success teams to influence roadmap decisions and reduce recurring issues.
- • You will establish strong cross-functional relationships with engineering, product, and customer success teams to streamline support workflows, improve internal communication, and enhance the overall user experience through shared ownership of customer outcomes.
- • You will contribute to a culture of continuous learning by mentoring teammates, creating and updating customer-facing Help Center articles, and building a robust internal knowledge base that empowers users, reduces repetitive inquiries, and scales support effectiveness as the company grows.
- • You will thrive in a rapidly evolving startup environment where you’ll learn and adapt to frequent product changes, gaining deep exposure to cutting-edge AI-powered sales technology while developing expertise in SaaS support operations, technical troubleshooting, and customer advocacy.
- • You will play a pivotal role in shaping Nooks’ support function as an early team member—designing processes, refining tools, and establishing best practices that will scale with the company’s ambitious growth trajectory, including plans to 3x ARR again this year.
🎯 Requirements
- • 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating 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.
🏖️ Benefits
- • Remote role supporting PST customers with preference for candidates in the Pacific Time Zone, enabling flexible work arrangements aligned with customer needs.
- • Opportunity to work with a high-growth AI SaaS platform backed by top-tier VCs like Kleiner Perkins, contributing to a product that has powered hundreds of millions in sales pipeline and saved customers hundreds of thousands of hours.
- • Chance to shape and scale a critical support function from the ground up as an early team member, directly influencing processes, tools, and knowledge base development.
- • Exposure to cutting-edge sales technology integrations with platforms like Salesforce, HubSpot, Outreach, and Salesloft, building valuable technical and domain expertise.
- • Collaborative, mission-driven culture focused on customer success and continuous improvement, where your feedback directly influences product decisions.
- • Professional growth through mentoring, knowledge creation, and cross-functional collaboration in a supportive, high-performance team environment.
Skills & Technologies
Remote
About Nooks Platform Inc.
Nooks Platform Inc. provides an AI-powered sales development platform that automates prospecting workflows for B2B teams. The product combines auto-dialing, parallel dialing, AI call coaching, call analytics, and CRM sync to help reps reach more leads, increase connect rates, and book meetings faster. It integrates with Salesforce, HubSpot, Outreach, and other sales tools to streamline sequences, surface live intent signals, and surface coaching insights from conversation data. Founded in 2020 and headquartered in San Francisco, the company serves high-growth SaaS and tech companies seeking to scale outbound pipeline generation without proportionally growing headcount.
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