Product Support Engineer at Nominal

Austin, Texas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Aerospace, Defense, Autonomous VehiclesIndustries

Requirements

Proficient in at least one production-grade backend language like Java, Go, or Rust, with knowledge of real-world systems
Experience with relational databases (Postgres, MySQL, AWS RDS), ClickHouse, or other columnar stores, and formats like Parquet
Support experience managing a support ticket queue and responding directly to customers to keep them unblocked and happy
Live debugging skills, comfortable diving into logs, chasing bugs, and working in real-time with technical end users
Cross-functional collaboration skills with engineering, product, and support teams to resolve issues
Strong communication skills, clear and concise in written documentation and real-time conversations
Hardware-informed experience in hardware development or supporting software in testing, measurement, or validation environments
Tool-savvy with familiarity in tools and formats like LabVIEW, MATLAB, MCAP, or HDF5 common in technical testing environments
Data engineering proficiency in SQL, Python, Pandas, Influx, Grafana, with familiarity in Spark, Arrow, Kafka, Beam, and Flink

Responsibilities

Own the support ticket queue: triage, prioritize, and resolve technical issues with speed and precision
Be the front line: work directly with customers to troubleshoot bugs, answer usage questions, and ensure seamless product adoption
Bridge the gap: collaborate with engineering and product teams to untangle complex issues and drive root-cause resolutions
Document and share: build and maintain clear, actionable technical documentation for recurring questions and edge cases
Spot patterns and drive change: surface trends in customer feedback and advocate for improvements in product usability and documentation
Keep calm in chaos: during incidents, assess root causes and communicate updates clearly to internal teams and customers

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingBug ResolutionTicket TriageCustomer SuccessProduct FeedbackSoftware Support

Questions & Answers

Common questions about this position

What technical skills are required for the Product Support Engineer role?

Proficiency in at least one production-grade backend language like Java, Go, or Rust is required, along with experience working with relational databases such as Postgres, MySQL, AWS RDS, ClickHouse, or columnar stores, and familiarity with formats like Parquet.

What experience is needed for customer support in this position?

Experience managing a support ticket queue and responding directly to customers is required.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What kind of company culture does Nominal have?

Nominal is a fast-moving team of engineers and operators who own problems end-to-end, work across disciplines, and thrive on solving challenges at the intersection of hardware and software.

Nominal

Software tools for engineering hardware systems

About Nominal

Nominal.io provides software tools designed specifically for engineering teams working with complex hardware systems. Their platform allows these teams to test and deploy hardware systems significantly faster than traditional methods, making it particularly beneficial for industries such as aerospace, defense, energy, and telecommunications, where hardware performance is critical. The platform consolidates data from various sources, enabling engineers to monitor and analyze their systems effectively in a secure environment. Unlike many competitors, Nominal.io focuses on a niche market with high demands for reliability, offering a software-as-a-service (SaaS) model that ensures clients have continuous access to the latest features. The company's goal is to enhance the resilience and performance of hardware systems, positioning itself as a key partner for engineering teams looking to improve their deployment processes.

Austin, TexasHeadquarters

2022Year Founded

$26.7MTotal Funding

SERIES_ACompany Stage

Industrial & Manufacturing, Enterprise Software, Aerospace, DefenseIndustries

51-200Employees