Technical Support Engineer

• Serve as the first point of contact for technical support issues-from initial investigation through resolution.
• Actively monitor and respond to customer inquiries through Zendesk, ensuring timely communication and effective resolutions.
• Partner with Customer Success to build and establish the support processes, workflows, and SLAs to effectively scale Nagomi's support function.
• Help define and champion support best practices, including escalation procedures, response standards, and incident management.
• Write and maintain internal and customer-facing knowledge base articles and troubleshooting guides. Collaborate with the Product team to ensure accurate, effective, and comprehensive documentation; proactively identify areas of improvement.
• Work directly with Engineering, Customer Success, and Product teams to troubleshoot, reproduce, and resolve technical issues, providing clear, detailed bug reports and feature improvement recommendations.
• Help define the long-term vision for support, including potential future team growth.

• Strong technical background - ability to understand and troubleshoot technical systems, APIs, and SaaS environments.
• Previous experience as a Team Lead or Senior Support Engineer in a hands-on capacity.
• Proven track record in building or scaling support processes and infrastructure from the ground up.
• Excellent problem-solving skills and ability to think proactively.
• Fluent in English with strong written and verbal communication skills, able to clearly and empathetically communicate technical solutions to diverse audiences.
• Self-motivated, adaptable, and comfortable working independently in a fast-paced, early-stage startup environment.
• Experience in writing customer-facing documentation and help center content.
• Experience or familiarity in cybersecurity disciplines. Specific discipline is flexible, as exposure to multiple areas will grow over time.

Mploy