Technical Support Engineer

Nomis Solutions is seeking a Technical Support Engineer to serve as the frontline technical expert and trusted advisor for enterprise customers, supporting critical pricing systems in a dynamic, technical environment.

Location: Remote (US)

Salary: $60-70K USD

Responsibilities

• Serve as the primary customer point of contact for L2 and L3 technical issues, bringing both technical precision and customer empathy to every interaction.
• Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform.
• 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.
• Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process.
• Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation.

Requirements

• 3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application.
• Experience working with complex enterprise customers that have application customizations and sophisticated technical environments.
• 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.
• Prior use of common tracking tools such as JIRA and Zendesk (or similar ticketing systems).
• Excellent and responsive communication skills—written, oral, and live over video—with the ability to translate technical complexity for varied audiences.
• High attention to detail and ability to manage complex cases with multiple moving parts.
• Ability to adjust effectively to changing priorities and technical environments, maintaining composure when troubleshooting urgent production issues.
• 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.
• Collaborates effectively across engineering, DevOps, and product teams, sharing knowledge and contributing to collective problem-solving.

Benefits

• Highly competitive salary.
• Annual bonus.
• 3 weeks paid vacation for everyone.
• Full benefits.
• Remote work environment.
• Flexible work schedule.

Additional Information

• The target compensation for this role is $60-70K USD.
• Nomis Solutions is committed to diversity and inclusion, encouraging applicants of all backgrounds to apply.
• If you meet 70% of the qualifications, you are encouraged to apply.