Customer Support Specialist

Nomic • New York City, NY

22d • Remote

About The Position

About Nomic Nomic is the domain-specific AI platform accelerating the design and construction of the Built World. Nomic securely connects to existing data silos and infrastructure, enabling designers, engineers, and asset owners to automate work over drawings, specifications, standards, and firm knowledge. The Nomic Platform delivers turnkey AI workflows for high-value tasks like submittal review, code compliance, QA/QC, and project research. Nomic’s Developer API enables internal engineering teams to build bespoke AI implementations using domain-specific models purpose-built for complex, multimodal documents. With Nomic, every employee at a firm operates with the knowledge, quality, and speed of its most senior principals through AI agents grounded in real project data and governed by enterprise security. The Role We are hiring a Customer Support Specialist to support Nomic’s production customers. This role focuses on ticket management, response times, and issue resolution for a platform used in critical project workflows.

Requirements

• 3+ years experience in customer or technical support roles
• Experience supporting enterprise SaaS platforms
• Strong written communication and attention to detail
• Comfortable working within ticketing systems and SLAs
• Calm and structured in high-pressure situations
• QA Experience

Nice To Haves

• Exposure to AEC workflows or document-heavy environments
• Familiarity with ACC, Bluebeam, Procore, Egnyte, or BIM Tools

Responsibilities

• Manage inbound support tickets across priority levels
• Respond to issues according to defined SLAs
• Troubleshoot platform behavior and usage issues
• Handle high-priority incidents affecting active projects
• Escalate issues clearly and efficiently to Engineering
• Communicate status and resolution updates to customers
• Contribute to support documentation and FAQs
• Track recurring issues and surface patterns to Product
• Help improve support tooling and workflows

Benefits

• Competitive salary
• Equity participation
• Medical, dental, and vision coverage
• Flexible PTO and paid holidays
• Remote-friendly culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed