As the Support Engineering Lead, you will have the opportunity to shape the future of technical support at Nimble. You will focus on providing technical support to both pre-sales prospects and existing customers, helping them to successfully utilize Nimble’s Platform. Your role is critical in ensuring customers can effectively gather and process public data to solve their business challenges. You will offer hands-on support during the implementation phase, guide customers through troubleshooting issues, and provide ongoing technical expertise to maximize the value of Nimble’s solutions.

This position is geared toward helping customers through the technical aspects of their journey, ensuring smooth integrations, and providing continuous support to drive customer satisfaction and retention.

• Establish and lead Nimble’s technical support operations, defining and implementing processes, tools, and best practices to ensure high-quality customer service.
• Develop metrics and key performance indicators (KPIs) to track the effectiveness of support efforts and ensure alignment with customer satisfaction goals.
• Serve as the primary technical support contact for customers across all stages—from pre-sales, trials, and POCs to onboarding and post-sales—ensuring smooth integration and issue resolution throughout their lifecycle
• Address customer queries related to data extraction, platform performance, and any other technical challenges that arise
• Proactively monitor support requests and customer feedback to identify patterns and opportunities for improvement
• Quickly identify, troubleshoot, and resolve technical issues as they arise, either directly with the customer or by coordinating with Nimble’s internal engineering team
• Use debugging and diagnostic tools to pinpoint and fix issues related to data extraction, system performance, and API integration.
• Create and maintain comprehensive technical documentation, user guides, and best practice materials to assist customers in navigating the platform

• 5+ years of experience in a technical support, solution engineering, or customer-facing technical role, with experience in building or scaling a support function from the ground up.
• Expertise in web scraping, data extraction technologies, and troubleshooting complex technical issues.
• Familiarity with APIs, data integration, and proficiency in programming languages such as Python, Java, or Node.js.
• In-depth knowledge of web technologies, including HTML and CSS.
• Proven track record of defining and implementing support processes and tools in a startup or high-growth environment.
• Strong problem-solving skills, with the ability to navigate technical challenges and communicate effectively with both technical and non-technical stakeholders.