Technical Support Team Lead

NimbleWay•New York, NY

17h

About The Position

As a Technical Support Team Lead, you will be a hands-on technical leader within Nimble’s Support function. You will serve as the primary escalation point for complex customer issues while also directly managing and supporting a small team of Support Engineers. This is a player-coach role: you will spend a significant portion of your time solving technical problems alongside the team, while also mentoring team members, establishing best practices, and helping shape a scalable Support function. You’ll work closely with Customer Success, Solutions Engineering, Product, and R&D to solve challenging technical problems, improve customer experience and product reliability, and continuously improve how Nimble delivers technical support. This role is ideal for someone who enjoys deep technical problem-solving, working directly with customers and building processes and best practices in a fast-growing environment.

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.
1–2 years of experience leading a technical support team or serving as a Team Lead.
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 lead and primary escalation point for complex customer issues involving Nimble’s APIs, web data infrastructure, and platform.
Be hands-on in troubleshooting and resolving technical issues across APIs, integrations, networking, and web data extraction, including CAPTCHAs, bot detection, geo-restrictions, rate limiting, and IP restrictions.
Work directly with customers on complex technical issues, onboarding, implementation, optimization, and troubleshooting, in partnership with Customer Success and Solutions Engineering.
Establish and improve support best practices, troubleshooting playbooks, documentation standards, and operational processes.
Help build and scale the Support function by defining processes, identifying tooling needs, and contributing to future team growth.
Manage, mentor, and support Support Engineers through hands-on technical guidance, coaching, troubleshooting, and knowledge sharing.
Identify recurring customer pain points and proactively recommend product, tooling, and process improvements.
Contribute hands-on 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.
Bring customer feedback and technical insights to Product and Engineering and help influence product improvements.
Participate in incident management and help coordinate responses to critical customer-impacting events.