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.

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

Competitive salary
Annual bonus
3 weeks paid vacation
Full benefits
Remote work environment
Flexible work schedule

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

APIREST APIsSQLJavaJavaScriptMySQLNoSQLPythoncloud architecturetechnical incident resolution

Soft Skills

customer empathycommunication skillsattention to detailproblem-solvingadaptabilityaccountabilitycollaborationsystematic approachpositive mindsetcustomer service