nomissolutions

nomissolutions

Technical Support Engineer

San Francisco, California, United States

Sponsorship not specified$60k-$70kDetected 20 days ago
JavaScriptPythonJavaSwiftSQLNoSQLMySQLSnowflakeAWSCloud PlatformsDevOpsRESTIncident ResponseProduct StrategyJiraCustomer SuccessCustomer SupportZendeskPostmanLeadershipCommunicationProblem Solving

About the role

  • You'll join a collaborative, technically sophisticated team where your troubleshooting expertise and proactive problem-solving directly impact customer success and product reliability.
  • Your insights from the frontlines will influence product development, your technical skills will expand across multiple domains, and your relationships with customer will position you as their to- to technical resource.
  • Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions.

Responsibilities

  • Lead Technical Incident Resolution
  • Act as the quarterback while coordinating with Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution and maintain customer confidence.
  • Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions.
  • Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation.
  • Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior.
  • Drive Proactive Excellence and Knowledge Building
  • Build and maintain the support knowledge base, documenting root causes and resolution patterns that strengthen team capabilities and accelerate future incident response.
  • Embrace AI tools and automation opportunities, proactively recommending ways to streamline repetitive work and enhance support efficiency.
  • Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams.
  • Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience.

Requirements

  • 3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application
  • Foundational knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python
  • Familiarity responding to infrastructure issues and alerts in cloud environments
  • Working knowledge of architecture structures and cloud applications including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake
  • Excellent and responsive communication skills-written, oral, and live over video-with the ability to translate technical complexity for varied audiences
  • Ability to a djusts effectively to changing priorities and technical environments, maintaining composure when troubleshooting urgent production issues
  • Must-Haves:
  • Experience working with complex enterprise customers that have application customizations and sophisticated technical environments
  • Prior use of common tracking tools such as JIRA and Zendesk (or similar ticketing systems)
  • High attention to detail and ability to manage complex cases with multiple moving parts
  • Demonstrates systematic approach to identifying root causes and developing effective solutions for complex technical challenges
  • Maintains focus and positive mindset during high-pressure situations, recovering quickly from setbacks to continue delivering exceptional support
  • Takes full accountability for incident resolution from initial report through final documentation, following through without requiring constant oversight
  • Actively seeks to expand technical knowledge across multiple domains, staying current with platform updates and emerging technologies

Compensation

  • U nderstanding of banking / financial institutions and their products (loans, deposits, auto finance, business banking ) and pricing dynamics
  • The target compensation for this role is $60-70K USD.
  • Need any more reasons to join us?

Company info

  • For more than 20 years, Nomis has pioneered pricing optimization solutions for the world's largest banks and credit unions. Today, we're redefining what's possible with a single, integrated platform that unifies customer insights, product strategy and pricing execution to deliver the personalized financial solutions modern consumers expect.
  • Driven by analytical excellence and a passion for data, we've moved beyond point solutions to deliver a comprehensive platform that enables financial institutions to truly understand their customers and proactively meet evolving needs.
  • Who We Need
  • Nomis Solutions is seeking a Technical Support Engineer to serve as the frontline technical expert and trusted advisor for our enterprise customers when they experience critical interruptions or technical challenges. We are looking for an individual to support the 12-8pm EST shift. You'll combine deep technical troubleshooting skills with exceptional customer communication, leading incident resolution efforts that keep our customers' multi- million dollar pricing operations running smoothly. You're both technically curious and customer-obsessed, bringing urgency and clarity to complex situations while coordinating cross-functional teams to deliver swift, effective solutions. You thrive in dynamic environments where no two days are the same, viewing each incident as an opportunity to deepen product knowledge, strengthen customer relationships, and continuously improve how we deliver support.
  • For more than 20 years, Nomis has pioneered pricing optimization solutions for the world's largest banks and credit unions.
  • You'll combine deep technical troubleshooting skills with exceptional customer communication, leading incident resolution efforts that keep our customers' multi- million dollar pricing operations running smoothly.
  • You thrive in dynamic environments where no two days are the same, viewing each incident as an opportunity to deepen product knowledge, strengthen customer relationships, and continuously improve how we deliver support.
  • What's in it for you?
  • Technical depth.
  • Customer impact.
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