Support Engineer

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.