The Role
Nous is building at the frontier of agentic AI, and we’re looking for a Support Engineer to own the critical interface between our users and the systems behind that work. You’ll solve issues hands-on, drive fixes with engineers, and build the tooling, automation, and feedback loops that help support scale with a fast-moving product.
This is an individual contributor role with broad ownership: from answering tickets and implementing straightforward fixes to improving how we prioritize issues, coordinate escalations, and measure support quality. There’s room for this person to grow into shaping and leading a support organization as Nous scales.
In your first 90 days, success means a healthier support queue, visible support metrics with clear improvement goals, independently delivered process and tooling improvements, and strong working relationships across the team.
Responsibilities
Own support requests from initial response through resolution, keeping users informed and following through on every open thread.
Investigate technical issues, reproduce bugs, and develop a clear understanding of the systems and workflows behind them.
Implement straightforward fixes and practical workarounds where appropriate.
Partner with engineers to prioritize and schedule larger fixes, providing clear reproduction steps, technical context, and customer impact.
Build tools and automation that improve triage, investigation, communication, and follow-up.
Establish support metrics, surface trends, and define goals for queue health, responsiveness, resolution, and customer experience.
Turn recurring issues into improvements to the product, documentation, and support process.
Help shape the processes and operating practices that will support a growing support organization.
Qualifications
Experience in technical support or support engineering within a medium to large support organization, with strong organizational habits and polished customer communication.
A track record of understanding complex software systems and methodically investigating unfamiliar technical problems.
Practical coding skills and experience building useful scripts, personal tools, or internal utilities.
Strong judgment about what to resolve independently, when to involve engineers, and how to make an escalation actionable.
Clear, empathetic communication with both technical and nontechnical users, including when an issue is unresolved or priorities change.
Consistent follow-through: you track commitments, coordinate handoffs, and close the loop without repeated reminders.
Ability to bring structure to an evolving support function and improve processes independently.
Availability to work US time zone hours.
Nice-to-Have
Experience improving support workflows, building support automation, or introducing metrics and reporting.
Experience mentoring support engineers, leading a support team, or helping build a support function.
Familiarity with AI agents, LLM applications, open-source software, or developer tools.
