Support Engineer

Description
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.

Responsibilities
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 1/2 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 Solution 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

About Us
Nimble is building the knowledge layer for the modern web. As the internet becomes the world's largest, most dynamic dataset, companies need a reliable way to extract, structure, and act on public web data in real time. That's where we come in.

We've reimagined web data infrastructure from the ground up, combining an intelligent browser, AI-powered data structuring, and dynamic delivery into a unified platform. Whether fueling AI agents, powering LLMs, or uncovering market trends, Nimble helps the world's most ambitious companies turn the web into a trusted source of knowledge.

We're backed by top-tier investors and trusted by industry leaders like Home Depot, Uber, and Coca-Cola. As demand surges across AI, analytics, and automation, we're scaling fast—and looking for Product Marketing leadership to help define the category.

Why Nimble

• Work on a differentiated, deeply technical product with massive market potential
• Help define a new category at the intersection of AI, data, and infrastructure
• Collaborate with a mission-driven team that moves fast, ships often, and thinks big
• Competitive compensation, meaningful equity, and strong benefits