Customer Technical Support Specialist

Company Overview 

Since the dawn of time people have used their fingers to count inventory — a method that’s slow,  error-prone, and mind-numbingly boring. At NomadGo we are on a mission to transform supply  chains by providing unparalleled inventory visibility to brands in retail, foodservice, logistics, and  grocery. By harnessing the power of AI, computer vision, and augmented reality, NomadGo  enables automated inventory counts and powers supply chain decision making. Our Spatial AI  technology instantly counts any inventory items with the scan of a smartphone or tablet. Trusted  by some of the largest companies in the world, our solution saves time, reduces costs, improves  revenues, and delights employees with a video game-like experience. Check it out at the Nomad  Go Inventory Race. Founded in 2016, NomadGo is a venture-backed (Cercano Capital, Flying Fish  Partners, Fitz Gate Ventures) company based in Redmond, WA.  

We are seeking a Customer Technical Support Specialist to provide world-class support to our  customers, ensuring fast and effective resolutions to technical issues and product inquiries. This  role will be part of our 24x7 support operations, covering various shifts to ensure uninterrupted  service. As a frontline support representative, you will handle incoming customer issues,  troubleshoot technical problems, and ensure proper ticket handling and resolution. You will be  accountable for key performance standards, including response time, resolution time, ticket  accuracy, customer satisfaction, and contact quality. The ideal candidate is a problem-solver  with strong technical troubleshooting skills and a passion for delivering exceptional customer  service. You should be comfortable working in a fast-paced SaaS environment, handling  multiple support channels (email, chat, phone), and collaborating with internal teams to resolve  customer issues. 

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Responsibilities 

• Serve as the first point of contact for customers experiencing technical difficulties.

• Provide fast, accurate, and high-quality support to customers via tickets, email, and phone. 

• Troubleshoot technical issues, identify root causes, and provide step-by-step resolutions. 

• Ensure all support tickets are logged, categorized, and handled properly according to  internal processes.  

• Escalate complex issues to Technical Support Team Leads, Managers, and/Engineering as  needed. 

• Investigate and troubleshoot hardware, software, and integration issues related to  NomadGo’s AI-powered solutions. 

• Document all customer interactions in the ticketing system, ensuring clear, concise, and  accurate case notes. 

• Follow established troubleshooting workflows and escalation procedures to resolve  customer problems efficiently.

• Assist customers with basic product configurations, platform setups, and app navigation.

• Monitor support queues and ensure tickets are handled within SLAs.

• Maintain and contribute to the Knowledge Base, ensuring customers have access to self service solutions. 

• Meet or exceed performance standards, including response time, resolution time, and  customer satisfaction.  

• Work effectively within a 24x7 support structure, covering assigned shifts. 

• Support other projects and initiatives as required. 

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Requirements 

• Educational Background: Bachelor's Degree or equivalent experience

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Experience:  

o 3+ years of experience in customer or technical support, preferably in a SaaS or  technology-driven environment. 

o Experience with ticketing systems (Jira, Zendesk, or similar) and CRM tools.

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‍Skills: 

o Strong troubleshooting and problem-solving skills with a focus on technical issue  resolution. 

o Excellent written and verbal communication skills, with a customer-first approach.

o Ability to manage multiple tickets simultaneously while maintaining high service quality.

o Ability to work independently and within a team, following structured processes and  guidelines. 

o Willingness to work varied shifts, including nights, weekends, and holidays, as part of  24x7 coverage. 

• Location: Must be able to work on-site at our office in Redmond, WA. We believe creative  work and great ideas come from face-to-face interactions. Minimal, if any, business travel is  expected. 

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Salary Range and Benefits 

• Salary Range: $55,000 - $75,000, depending on background and experience

• Equity 

• Paid Time Off 

• 11 paid holidays 

• 401(k) plan participation 

• Employee Assistance program 

• Basic Life and Accidental Death and Dismemberment 

• Fully covered medical, dental and vision benefits for employees 

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Why Join NomadGo:

At NomadGo our goal is to provide the world’s most innovative and valuable inventory product  for our customers, while also creating a welcoming and safe environment where people can do  their best work. We offer a dynamic and innovative work environment where your contributions  will have a direct and visible impact. This is your opportunity to join a fast-growing company and  contribute to shaping the future of Spatial AI-powered solutions. 

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Company Values 

• Innovation and Curiosity Is Our Core 

• We Are All Customer Success 

• We Want To Make People’s Lives Better 

• We Strive for Profitability 

• Be Transparent With Kindness 

• Do What You Say You’re Going To Do 

• We Embrace Diversity to Inspire Fresh Ideas and Perspectives 

• Think Big! 

We are excited to meet individuals who are passionate and eager to contribute to the success of  our mission. If you are driven, creative, and thrive in a start-up environment, we'd love to hear  from you! Candidates with relevant experience are encouraged to send their resumes to  jobs@nomad-go.com. Thank you for your interest!  

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Pay Transparency  

The annual base salary for this position based in the United States is detailed above. The salary  range is an estimate, and the actual salary may vary based on Nomad Go’s compensation  practices, job related skills, depth of experience, relevant certifications and trainings, in addition  to geographic location. Based on the factors above, Nomad Go utilizes the full width of the  range. In addition to the salary range, U.S employees are eligible for a stock option grant and to  participate in the company’s standard benefit programs, which currently include medical, dental and vision coverage, 401(k) participation, paid time off and certain leaves of absence. 

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Equal Opportunity, Diversity and Inclusion 

NomadGo is committed to building and fostering an inclusive and diverse workforce. We believe  diversity in all its forms – gender, age, nationality, culture, religious belief and sexual orientation  – enriches the workplace. It creates opportunities for people to express their individual and  collective talent and helps foster our ability to adapt to a changing world. As an equal opportunity  employer, we celebrate diversity and prohibit discrimination based on race, ethnicity, religion,  gender identity or expression, sexual orientation, age, marital or family status, veteran status,  disability, or any other characteristic protected by law. It is our policy to provide equal  employment opportunities to all employees and applicants without regard to race, color, religion,  sex, national origin, age, disability, or genetic information. This policy applies to all terms,  conditions, and privileges of employment, including hiring, promotion, compensation, benefits,  training, and termination.

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