Senior Technical Support Manager, Nooks

• This role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, enjoys collaborating with Engineering, and brings a curious, solution-oriented mindset to every interaction
• 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• 3+ years of experience with advanced troubleshooting and problem-solving, handling escalated or more complex issues
• 3+ years of experience with API troubleshooting and/or tools
• Demonstrated success collaborating with Engineering to resolve issues and avoid recurrences
• 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

Desirable

• In this role, 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
• You will also play a pivotal role in shaping this support - troubleshooting best practices and building a robust knowledge base - to help set the foundation for scalable success
• 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 recurring and more complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed
• 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 inquiries
• Meet KPIs for Support: Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores
• Assist with Technical Support tools and operations: Develop internal tools to improve troubleshooting efficiency and effectiveness and minimize triage time by Engineering