Senior Support Engineer

NimbleWay•New York, NY

About The Position

As a Senior Support Engineer, you will be the technical bridge of Nimble's Support function, serving as the primary escalation point for complex customer issues while helping shape how we deliver world-class technical support at scale. You'll partner closely with Customer Success, Solutions Engineering, Product, and R&D to solve challenging technical problems, improve product reliability, and drive continuous improvements across our support operations. In addition to supporting customers, you'll mentor other engineers, establish best practices, and help define the technical standards that enable the team to scale. This role is ideal for someone who enjoys solving complex technical problems, leading through technical expertise, and driving meaningful impact across both customers and internal teams.

Requirements

4+ years of experience as a Support Engineer, Technical Support Engineer, Solutions Engineer, or similar customer-facing technical role within a B2B SaaS environment.
Experience serving as a senior technical escalation point for complex customer issues.
Demonstrated experience mentoring teammates or leading technical initiatives without direct people management.
Strong understanding of networking and web technologies, including HTTP/S, DNS, proxies, VPNs, APIs, browser-based applications, and modern web architecture.
Hands-on experience troubleshooting APIs and integrations using Postman, cURL, browser developer tools, command-line tools, and log analysis.
Experience working with cloud platforms such as AWS, GCP, or Azure.
Strong analytical and problem-solving skills with the ability to diagnose highly complex technical issues.
Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Proven ability to work cross-functionally with Product, Engineering, Customer Success, and Solutions Engineering.
A strong ownership mindset with a passion for improving processes, mentoring others, and driving operational excellence.
Curiosity, continuous learning, and a desire to become a subject matter expert in APIs, web technologies, and data infrastructure.

Nice To Haves

Experience with web scraping, web data extraction, proxy infrastructure, or anti-bot technologies is a strong advantage.
Experience with Python or scripting for automation is a plus.

Responsibilities

Serve as the technical point of contact and primary escalation point for complex customer issues involving Nimble's APIs, web data infrastructure, and platform.
Execute technical investigations across APIs, integrations, networking, and web data extraction, including website blocking mechanisms such as CAPTCHAs, bot detection, geo-restrictions, rate limiting, and IP restrictions.
Partner with Customer Success and Solutions Engineering to guide enterprise customers through onboarding, implementation, optimization, and long-term success.
Support other Support Engineers through technical guidance, troubleshooting, and knowledge sharing.
Drive technical excellence by establishing support best practices, documentation standards, troubleshooting playbooks, and operational processes.
Investigate customer issues using logs, monitoring tools, and system diagnostics to identify root causes and deliver scalable solutions.
Work closely with Product and Engineering to reproduce bugs, validate fixes, prioritize customer-impacting issues, and improve platform reliability.
Identify recurring customer pain points and proactively recommend product, tooling, and process improvements.
Contribute to support automation, monitoring, internal tooling, and operational efficiency initiatives.
Create and maintain technical documentation, knowledge base articles, root cause analyses, and internal training materials.
Influence product direction by providing customer feedback and technical insights to Product and Engineering teams.
Participate in incident management and help coordinate responses to critical customer-impacting events.