Technical Support Engineer

🕒 January 2

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Nomis Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

🏦 Banking

💳 Fintech

☁️ SaaS

Banking • Fintech • SaaS

Nomis Solutions is a software company that provides a pricing and analytics platform for retail banks and lenders. Its products and solutions — including price optimization, deposit and loan optimization, price and offer management, and frontline price guidance — help financial institutions use data-driven insights to personalize offers, respond rapidly to market changes, and drive profitable growth. Nomis delivers these capabilities as a technology platform (SaaS) for banks and other financial institutions.

📋 Description

• Lead Technical Incident Resolution • Serve as the primary customer point of contact for L2 and L3 technical issues, bringing both technical precision and customer empathy to every interaction. • Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform. • Act as the quarterback while coordinating with Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution and maintain customer confidence. • Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions. • Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process. • Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation. • Apply Deep Technical Investigation • Execute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior. • Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions. • Apply foundational knowledge of SQL to write queries against databases, extracting data needed to understand system state and customer configuration. • Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts. • Work with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python to investigate and resolve technical issues. • Drive Proactive Excellence and Knowledge Building • Perform proactive monitoring of telemetry and customer health scorecard metrics, investigating symptomatic or repeat issues before they escalate to customer-reported incidents. • Execute critical production activities including health checks, certificate updates, and monitoring jobs to maintain system reliability. • Participate in User Acceptance Testing (UAT) on releases, identifying defects before they reach customers and ensuring high-quality deployments. • Build and maintain the support knowledge base, documenting root causes and resolution patterns that strengthen team capabilities and accelerate future incident response. • Embrace AI tools and automation opportunities, proactively recommending ways to streamline repetitive work and enhance support efficiency. • Stay current with Nomis products, maintaining deep understanding of platform capabilities, customer configurations, and emerging features. • Strengthen Customer Relationships Through Communication • Manage support tickets using Zendesk and JIRA, ensuring comprehensive documentation and seamless handoffs across teams. • Join customer virtual meetings prepared to discuss case details, current status, resolution approach, and next steps with clarity and confidence. • Establish yourself as a trusted technical advisor on customer configuration and product usage, building relationships that improve overall customer experience. • Handle complex cases with high attention to detail, managing multiple workstreams while maintaining quality and responsiveness.

🎯 Requirements

• 3+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application • Experience working with complex enterprise customers that have application customizations and sophisticated technical environments • Foundational knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python • Familiarity responding to infrastructure issues and alerts in cloud environments • Working knowledge of architecture structures and cloud applications including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake • Prior use of common tracking tools such as JIRA and Zendesk (or similar ticketing systems) • Excellent and responsive communication skills—written, oral, and live over video—with the ability to translate technical complexity for varied audiences • High attention to detail and ability to manage complex cases with multiple moving parts • Ability to adjust effectively to changing priorities and technical environments, maintaining composure when troubleshooting urgent production issues • Demonstrates systematic approach to identifying root causes and developing effective solutions for complex technical challenges • Maintains focus and positive mindset during high-pressure situations, recovering quickly from setbacks to continue delivering exceptional support • Takes full accountability for incident resolution from initial report through final documentation, following through without requiring constant oversight • Actively seeks to expand technical knowledge across multiple domains, staying current with platform updates and emerging technologies • Collaborates effectively across engineering, DevOps, and product teams, sharing knowledge and contributing to collective problem-solving

🏖️ Benefits

• Competitive salary • Annual bonus • 3 weeks paid vacation • Full benefits • Remote work environment • Flexible work schedule