Jul 01, 2023 - Nooks is hiring a remote QA Support Engineer. đź“ŤLocation: USA.
About Nooks
Imagine the future of work:
- You can work from anywhere in the world, but still work with your team like you're sitting side-by-side. A virtual office
- Your office is smart. It learns how your team works, identifies “winning” behaviors, then replicates them across the team. An AI co-pilot
Recent advances in large language models and the pandemic-induced shift to remote/distributed work suggest this future is not-so-distant. With all your work happening online instead of in-person, it's now possible to systematically turn this vast quantity of unstructured data into actionable strategies and feedback loops. We're making this a reality, starting with sales teams.
Nooks is a smart virtual salesfloor that multiplies reps productivity by bringing realtime collaboration and AI tooling to the team's sales calls.
The problem
A sales team with a dozen reps does hundreds of customer-facing calls every day. They're all selling the same product, with the same pitch, to the same personas, answering the same questions - and they learn something new from each conversation. If this information stays siloed, reps will improve slowly. But if learnings are shared across the team, improvements compound. The best reps actually have 3x higher conversion rates on sales conversations compared to their teammates! So tight feedback loops can make a sales team significantly more effective. But today, most sales reps are siloed working at home and the main opportunities they have for feedback are weekly 1:1's and team training sessions. These methods are old-school, infrequent, and ineffective - feedback loops are effectively nonexistent today.
Our solution
Teams use Nooks to work together throughout the day - our smart dialer automates the manual process of calling and our salesfloor facilitates realtime collaboration on calls. Nooks analyzes the team's conversations to understand the winning playbooks, then helps replicate these across the team.
- Reps 3x their sales conversations using the Nooks dialer. It uses AI to accelerate the manual process of calling. Nooks automatically detects answering machines, leaves voicemails, and filters out bad numbers to save reps hours of repetitive tasks
- Reps work together in Nooks throughout the day (avg ~3hrs/day)! They can listen to each others' calls, give live advice, and strategize after calls. This dramatically reduces ramp times and improves feedback loops
- Nooks operationalizes and standardizes winning playbooks across the team. AI insights help managers identify strategies to improve their playbooks. Going forward, Nooks automatically tracks how well the team is following these strategies
Teams that use Nooks often see a 2-3x increase in reps' productivity within weeks!
Check out an interactive demo of our product here
Job description
Our Founding QA Support Engineer will play a crucial role in ensuring high quality and reliability of the Nooks platform, as well as providing prompt and effective support to our customers.Â
You will have a significant impact on what we're known for and value as a company. When we do our job well, sales teams all over the country (and eventually the world) are able to scale their businesses using our product.Â
The ideal candidate is passionate about delivering excellent customer service, possesses a strong technical background, and has a keen eye for detail. This role requires a combination of technical expertise, problem-solving skills, and effective communication.
Responsibilities
Solutions Engineering/Customer Support
- Partner with our Customer Success Managers to provide technical support to customers across a variety of channels (email/tickets, live support, mailing lists etc)
- Develop a deep understanding of Nooks' product and it's functionality, allowing you to provide accurate and relevant support to our customers and team members
- Explain technical concepts about our services, troubleshoot and investigate reported customer issues
- Create and maintain detailed documentation of customer interactions, including issue descriptions, troubleshooting steps, and resolutions - this will be leveraged as a comprehensive knowledge base to facilitate efficient customer support
- Escalate complex or critical issues to the appropriate teams and follow up until resolution
- Help scale the program for onboarding new customers.
Quality Assurance/Test
- Reproduce, debug and fix sizable issues in our codebase
- Conduct thorough testing of new software releases, identifying and documenting any bugs or issues
- Contribute to the overall improvement of our product quality
- Stay updated on industry trends, emerging technologies, and best practices related to software quality assurance.
Experience/qualifications
- Bachelor's degree in Computer Science, Software Engineering, or a related field (or equivalent experience).
- Strong technical background with knowledge of software testing methodologies, tools, and frameworks.
- Prior experience in a customer support role, preferably within a SaaS or software development company.
- Passion for delivering exceptional customer support and ensuring software quality,
- Proficiency in troubleshooting complex software issues and providing detailed analysis.
- Excellent problem-solving skills and attention to detail.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals.
- Ability to work effectively in a fast-paced, collaborative team environment.
- Familiarity with Agile development methodologies and version control systems.
- Experience with customer support ticketing systems and CRM tools.
- Knowledge of programming languages (such as Java, Python, or JavaScript) and SQL.
The company
We're growing super quickly (doubling revenue every quarter, currently ~$1.5MM ARR) and we have 50-100 customers who rely on Nooks for their daily workflow/collaboration. We can attribute a lot of this success to the fact that our product can demonstrate a TON of value within a short amount of time. Within a 2-week trial period, we often 2-3x reps' productivity (measured by the amount of new sales pipeline reps can generate). This led to a 50% trial conversion rate to paid customers last quarter!
We're a lean team ~18 people with most in the San Francisco Bay Area, but the rest spread across the world in places like New York, Seattle, Spain, Estonia, Costa Rica. We've raised $5M from top-tier angel investors and VC's, and who've built/invested in world-class companies like Twitch, Twitter, Lyft, Scale AI, and Outreach. We're all super passionate about building the future of work, and we'd love for you to join our journey
We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to market. In compliance with pay transparency laws and in pursuit of pay equity and fairness, we publish salary ranges for our open roles. The target salary range for this role is $85,000 - $140,000. On top of base salary, we also offer equity, generous perks and comprehensive benefits.
