Nomis Solutions · 7 hours ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
$60K/yr - $70K/yr
3+ years expNomis Solutions is a leader in pricing optimization solutions for financial institutions, and they are seeking a Technical Support Engineer to serve as the primary technical expert for enterprise customers. The role involves troubleshooting complex technical issues, coordinating incident resolution, and enhancing customer relationships through effective communication and support.
Big DataFinanceFinancial ServicesFinTech
Hiring Manager
Angela Bidos (formerly Chow), CHRL
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
Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior
Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions
Apply foundational knowledge of SQL to write queries against databases, extracting data needed to understand system state and customer configuration
Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts
Work with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python to investigate and resolve technical issues
Perform proactive monitoring of telemetry and customer health scorecard metrics, investigating symptomatic or repeat issues before they escalate to customer-reported incidents
Execute critical production activities including health checks, certificate updates, and monitoring jobs to maintain system reliability
Participate in User Acceptance Testing (UAT) on releases, identifying defects before they reach customers and ensuring high-quality deployments
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
Stay current with Nomis products, maintaining deep understanding of platform capabilities, customer configurations, and emerging features
Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams
Join customer virtual meetings prepared to discuss case details, current status, resolution approach, and next steps with clarity and confidence
Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience
Handle complex cases with high attention to detail, managing multiple workstreams while maintaining quality and responsiveness
Qualification
Required
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
Preferred
Understanding of banking / financial institutions and their products (loans, deposits, auto finance, business banking) and pricing dynamics
Benefits
Annual bonus
3 weeks paid vacation for everyone
Full benefits
Remote work environment
Flexible work schedule
Company
Nomis Solutions
Nomis Solutions provides pricing and profitability management strategies in data-driven decisions for financial services companies.
51-200 employees
H1B Sponsorship
Nomis Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (2)
2021 (7)
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
$50MKey Investors
AccentureBain Capital Ventures
2020-05-11Acquired
2019-01-01Debt Financing· $25M
2017-05-26Series Unknown
Leadership Team
Nick Pessimisis
Chief Financial Officer
Ananta Shamal
VP, Head of Engineering & IT
Company data provided by crunchbase