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.