Technical Support Specialist

1 week ago

Tel Aviv, Tel Aviv, Israel Nimble Full time $40,000 - $80,000 per year

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

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