Technical Support Engineer

Nomis Solutions is a leader in pricing optimization solutions for the banking sector, redefining customer insights and pricing execution. They are seeking a Technical Support Engineer to act as a frontline technical expert for enterprise customers, resolving complex technical issues and ensuring smooth operation of pricing systems. The role emphasizes technical troubleshooting, customer communication, and collaboration with cross-functional teams to enhance product reliability and customer success.

Responsibilities:

• 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
• 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
• 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
• 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
• Understanding of banking / financial institutions and their products (loans, deposits, auto finance, business banking) and pricing dynamics