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Senior Technical Support Engineer

Nooks

Nooks

Software Engineering, IT, Customer Service
Remote
Posted on Thursday, June 13, 2024

What is Nooks?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/linkedins, and make hundreds of calls. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation and real-time collaboration, Nooks can do the rest.

About Nooks

  • The team: Nooks is ~45 people. Engineering & product are mostly in SF and go to our office 2-3x/week. The go-to-market team is distributed across the U.S.
    • The founders (Dan, Rohan, and Nikhil) met studying AI at Stanford, have published in top AI journals, Forbes 30u30, worked at Scale AI, Tesla Autopilot, etc.
    • The engineering team has won international math & physics olympiads, has experience at Google, Facebook, Slack, Quora, Scale AI, Bolt, Snap, Flexport, and other fast-growing startups.
    • The sales team have been top-performers at companies like Gong, Amplitude, LeadIQ, and Orum.
  • Fast growth: We’ve grown $0 → >$4M ARR in 20 months. We grew 4x in 2023 and expect to 3x by EOY 2024.

The problem

Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams)

In their day-to-day, SDR/BDRs spend time on 3 main activities:

  1. Prospecting & research - identify a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
  2. Email & LinkedIn messaging - write messages to those contacts to convey the problem and pitch your product. The goal is for them to book a demo
  3. Calling - Live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved

Most of the sales rep’s job can be automated with today’s technology: large language models, web scraping, automation, integrations, etc.

Nooks today

Our customers use Nooks for most of their day (avg ~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls:

  • AI dialer - automates the manual parts of the calling process: skipping answering machines, leaving voicemails, taking notes, logging calls, even figuring out what to say on a call
  • Analytics - we record, transcribe, and analyze every call. Since these are all outbound calls with little context, these calls follow similar structure - opener, pitch, questions/objections, ask for meeting, etc. So we can answer questions like: “which reps struggle to book the meeting with prospects who showed interest” or “what are the most common objections across each of our key personas”
  • Salesfloor - sales reps & managers can work together throughout the day, listen to each others’ calls, give real-time advice, coaching, shadowing, onboarding, training.

Teams that use Nooks often see a 2-3x increase in reps’ productivity within weeks! And we’re working on adding prospecting / research workflows (to-be-announced soon!)

The role

Our small but mighty Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience. Using their deep product knowledge and technical expertise, our Senior Technical Support Engineers provide a seamless user experience, solving the immediate issue while considering potential impacts down the road.

This role is for someone who enjoys helping users succeed and thrives in a fast-paced environment with a rapidly changing product. As an early team member, you will help us establish new support processes, tools, and knowledge base. A positive user experience with both our product and team is critical to our success, and our Senior Technical Support Engineers focus relentlessly on both.

Responsibilities

  • Master Nooks products and integrated technologies to provide expert support to customers and colleagues.
  • Provide an exceptional support experience via email and live chat channels to various “how-to” questions and product or integration issues.
  • Handle the more complex technical issues and provide solutions with minimal supervision.
  • Escalate issues to Engineering when needed, keeping stakeholders informed every step of the way.
  • Support new or enhanced integrations by testing and providing feedback.
  • Work efficiently to manage a high volume of tickets, including those requiring long-term resolution, and help the team achieve core KPIs.
  • Contribute to Help Center articles and internal troubleshooting guides to educate customers and peers.
  • Assist with training and mentoring Support team members.
  • Build strong internal relationships to help you provide an amazing customer experience.
  • Serve as the voice of the customer within Nooks, identifying issue trends and providing product feedback to continually improve the customer experience.

Requirements

  • 5+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
  • 3+ years of experience in API troubleshooting
  • 3+ years of experience with advanced troubleshooting, critical thinking, and problem-solving
  • Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
  • Demonstrated success in providing support through email, Slack, and live chat channels
  • 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 tool, ideally in an early-stage startup
  • Proven ability to work independently and manage multiple tasks efficiently
  • Proficient with Zendesk or similar support platforms

Preferred Experience

  • Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft
  • Experience in Windows or Mac administration
  • Experience with telephony, VoIP, and network troubleshooting
  • Experience writing/editing customer-facing Help Center articles and internal technical documentation

Work Schedule

The schedule is US hours (6:00 am - 3:00 pm PST) on Monday through Friday. Hours may be adjusted in the future, based on customer needs. Any change will be notified in advance.

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. In compliance with pay transparency laws and in pursuit of pay equity and fairness, we publish salary ranges for our open roles. The target salary range for this role is $90,000 - $150,000. On top of this, we offer equity, generous perks, and comprehensive benefits.