[Hiring] Support Engineer @Nous Research

Role Description

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:

• Answering tickets and implementing straightforward fixes
• Improving how we prioritize issues, coordinate escalations, and measure support quality
• Opportunity to shape and lead 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
• 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