Technical Support Specialist

At Nimble, we turn the web into real-time structured data. Our Web API is at the heart of this mission, and we’re looking for a technical Product Support Engineer to become the first line of support and domain expert for this product. You’ll work closely with our R&D teams to debug complex web scraping issues, investigate blocking behaviors, and ensure our customers extract high-value data at scale. You'll also collaborate with the GTM team to ensure technical support translates into business success.

This is a hybrid role that blends customer support, dev collaboration, and technical investigation, ideal for someone who thrives in fast-paced environments and enjoys solving challenging real-world data extraction problems.

Technical Troubleshooting

• Debug and resolve Web API errors, failed requests, and integration issues.
• Investigate site-specific blocking mechanisms (e.g., captchas, bot detection, geo-restrictions, IP bans).
• Recommend optimal settings for browser fingerprinting, proxy rotation, header tuning, and rendering modes.

Customer Support

• Serve as Tier 2 technical support for Web API users—answering questions, unblocking adoption, and clarifying capabilities.
• Support customer onboarding, usage diagnostics, and advanced configurations.
• Help users deploy and manage workflows on Nimble’s cloud platform and analyze their runtime behavior.

Product Expertise

• Assist users with billing questions, usage plans, and data limits related to driver-based pricing.
• Provide domain expertise and context for web scraping best practices using our tools (e.g., network capture, AI extraction, custom headers/cookies).
• Write technical documentation, quick start guides, and internal knowledge base entries.

Internal Collaboration

• Relay recurring issues and customer feedback to product and dev teams.
• Collaborate with engineers to escalate bugs, test solutions, and improve configurations.
• Maintain and iterate on support tools, bots, logs, and monitoring dashboards.

Process & Culture

• Champion customer empathy and proactive problem-solving.
• Constantly seek efficiency and scalability in support processes.
• Documentation and RCA

Requirements

• Minimum 3 years of experience as a Support Engineer, preferably in a global B2B SaaS environment.
• Solid understanding of networking fundamentals — including HTTP/S, DNS, proxies, and VPNs.
• Proficiency with tools like Postman, cURL, browser dev tools, and command-line interfaces.
• Hands-on experience with at least one major cloud provider (AWS, GCP, or Azure).
• Strong analytical thinking and the ability to diagnose and resolve complex infrastructure and API-related issues.
• Customer-first attitude with genuine dedication to delivering a great user experience.
• Problem-solving mindset, intellectual curiosity, and willingness to quickly learn new tools or technologies.
• Organized and self-driven, with the ability to manage time, priorities, and workload independently.
• Comfortable working in a fast-paced, collaborative environment.
• Excellent English communication skills — clear, concise, and effective across written, verbal, and listening formats.
• Hands-on experience managing datasets and ensuring high data quality standard is a plus