Support Engineer

NimbleWay • New York, NY

9h

About The Position

As a Support Engineer, you will help prospects and customers successfully leverage Nimble’s platform and APIs to collect and utilize public web data. You will serve as a trusted technical resource, providing hands-on support across onboarding, implementation, troubleshooting, and ongoing optimization. Working closely with Customer Success, Solutions Engineering, Product, and R&D teams, you will resolve technical issues, support integrations, and help customers maximize the value of Nimble’s solutions. This role is ideal for someone who enjoys solving complex technical problems, working directly with customers, and building expertise in APIs, web technologies, and data extraction.

Requirements

• 3+ years of experience as a Support Engineer, Technical Support Engineer, Solutions Engineer, or similar customer-facing technical role, preferably in a B2B SaaS environment.
• Strong understanding of networking and web technologies, including HTTP/S, DNS, proxies, VPNs, APIs, and browser-based applications.
• Hands-on experience troubleshooting APIs and integrations using tools such as Postman, cURL, browser developer tools, and command-line interfaces.
• Experience working with cloud platforms (AWS, GCP, or Azure).
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Customer-first mindset, strong sense of ownership, and the ability to work independently in a fast-paced, collaborative environment.
• Curiosity and eagerness to learn new technologies and become a subject matter expert.

Nice To Haves

• Experience with web scraping, data extraction, or data quality validation is a strong advantage.

Responsibilities

• Serve as the primary technical support contact for customers using Nimble’s APIs and data collection solutions.
• Troubleshoot and resolve API, integration, platform, and web data extraction issues, including website blocking mechanisms such as captchas, bot detection, geo-restrictions, and IP limitations.
• Guide customers on implementation, onboarding, platform configuration, and best practices for data collection and workflow optimization.
• Investigate customer issues using logs, monitoring tools, and system diagnostics to identify root causes and deliver effective solutions.
• Collaborate with Product and Engineering teams to escalate issues, reproduce bugs, validate fixes, and improve platform reliability.
• Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and root cause analyses.
• Assist customers with platform usage, product capabilities, consumption models, and technical questions.
• Drive continuous improvement of support processes, tools, and monitoring while providing customer feedback to influence product enhancements.

What This Job Offers

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