Technical Support Engineer

Who We Are

For more than 20 years, Nomis has pioneered pricing optimization solutions for the worlds largest banks and credit unions. Today, were redefining whats possible with a single integrated platform that unifies customer insights, product strategy, and pricing execution to deliver the personalized financial solutions modern consumers expect.

Driven by analytical excellence and a passion for data, weve moved beyond point solutions to deliver a comprehensive platform that enables financial institutions to truly understand their customers and proactively meet evolving needs.

Who We Need

Nomis Solutions is seeking a Technical Support Engineer to serve as the frontline technical expert and trusted advisor for our enterprise customers when they experience critical interruptions or technical challenges.

Youll combine deep technical troubleshooting skills with exceptional customer communication, leading incident resolution efforts that keep our customers multi-million-dollar pricing operations running smoothly. Youre both technically curious and customer-obsessed, bringing urgency and clarity to complex situations while coordinating cross-functional teams to deliver swift, effective solutions. You thrive in dynamic environments where no two days are the same, viewing each incident as an opportunity to deepen product knowledge, strengthen customer relationships, and continuously improve how we deliver support.

Whats in it for you

Technical depth Customer impact Continuous growth

Youre looking for more than a traditional support role - youre looking to become a technical authority. In this position, youll work directly with enterprise customers running mission-critical pricing systems for some of the largest financial institutions. Youll join a collaborative, technically sophisticated team where your troubleshooting expertise and proactive problem-solving directly impact customer success and product reliability.

Your insights from the frontlines will influence product development, your technical skills will expand across multiple domains, and your relationships with customers will position you as their to-to technical resource. Build expertise that elevates your profile.

This is a unique opportunity to gain deep technical knowledge across cloud infrastructure, APIs, databases, and enterprise SaaS architecture while developing the customer advisory skills that distinguish exceptional support engineers. Youll gain exposure to sophisticated technical environments, participate in shaping product releases through User Acceptance Testing, and build a comprehensive support knowledge base that benefits the entire organization.

Your ability to diagnose complex technical issues, communicate clearly under pressure, and drive resolution will be recognized and rewarded. Thrive in a learning environment. You wont be stuck in reactive mode. Between incident response, youll proactively monitor customer health metrics, expand your technical capabilities, contribute to automation initiatives, and stay at the forefront of our evolving product platform.

Youll work alongside engineering, DevOps, data analytics, product, and services teams who share knowledge freely and support your continuous development.

Job Responsibilities

• 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 necessary to ensure awareness and resource allocation

Technical Skills

• 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

Requirements

• Must-Haves:
• 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 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

Nice-to-Haves

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

Compensation

The target compensation for this role is $60-70K USD.

About Nomis

At Nomis, we believe in the power of being:

• Be Brave - Challenge everything, including yourself
• Own The Outcome - Doing the right thing usually means doing the hard thing
• Listen with Every Muscle - We first listen and seek to understand, then act with purpose
• Develop our Community - Trust is our foundation. Diversity makes us stronger. Always be yourself

Its a place where everyone has access to senior leadership and has their voice heard. We foster a supportive, motivational environment with a powerful sense of camaraderie. With a highly competitive salary, annual bonus, 3 weeks paid vacation for everyone, full benefits, a remote work environment, and a flexible work schedule, this is the company to learn fast, follow your passion, and be part of a rewarding culture.

If you want to be part of our mission and you want to expand the impact your work makes, join us. Interested but not sure if you meet all of the qualifications? We believe that skills and experience are acquired in different ways. If you have 70% of what we are looking for, go ahead and submit your resume - we promise to take a look.

Nomis Solutions is an equal opportunity employer committed to creating a safe, diverse, and inclusive environment. We encourage qualified applicants of all backgrounds, including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels, to apply. If you are contacted for an interview and require accommodations during the interviewing process, please let us know.