Nomis Solutions

Support Engineer

• Lead a high-performing support team to deliver exceptional service
• Guide the team in best practices and troubleshooting
• Drive the development of new support processes and automation strategies
• Manage customer upgrades and ensure customer satisfaction
• Oversee queue management and ticket assignment

Technical Support Team Lead

• Lead Technical Incident Resolution
• 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.
• Apply Deep Technical Investigation
• 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.
• Drive Proactive Excellence and Knowledge Building
• 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.
• Strengthen Customer Relationships Through Communication
• 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.

Technical Support Team Lead

Technical Support Engineer