Technical Support Engineer
New
N
Nomis SolutionsFinancial SaaS
United States, 12-8pm EST shiftFull-TimeMiddle
SalaryUSD 60000 - 70000 / year
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Job Details
- Experience
- 3+ years
- Required Skills
- AWSPythonJavaJavascriptMySQLJiraNosqlRESTful APIsZendeskPostman
Requirements
- 3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application.
- Foundational knowledge of Java, JavaScript, MySQL, NoSQL, and Python.
- Experience with cloud infrastructure including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake.
- Proficiency in testing and executing REST APIs using Postman.
- Prior use of common tracking tools such as JIRA and Zendesk.
- Excellent written and oral communication skills with ability to translate technical complexity.
- Experience working with complex enterprise customers in sophisticated technical environments.
- Systematic approach to identifying root causes and managing high-pressure situations.
- Ability to work the 12-8pm EST shift.
Responsibilities
- Serve as the primary customer point of contact for L2 and L3 technical issues.
- Troubleshoot complex software and environment-related incidents including configuration, performance, and integration challenges.
- Act as the quarterback coordinating with Engineering, DevOps, Data, and Product teams to drive resolution.
- Analyze API logs and execute SQL queries to diagnose performance bottlenecks and system states.
- Perform proactive monitoring of telemetry and customer health metrics.
- Participate in User Acceptance Testing (UAT) for product releases.
- Build and maintain the support knowledge base for documentation of root causes and resolution patterns.
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