Technical Support Engineer

Who We AreFor more than 20 years, Nomis has pioneered pricing optimization solutions for the world’s largest banks and credit unions. Today, we’re redefining what’s possible with a single, integrated platform that unifies customer insights, product strategy and pricing execution to deliver the personalized financial solutions modern consumers expect.Driven by analytical excellence and a passion for data, we’ve moved beyond point solutions to deliver a comprehensive platform that enables financial institutions to truly understand their customers and proactively meet evolving needs.Who We NeedNomis Solutions is seeking a Technical Support Engineer to serve as the frontline technical expert and trusted advisor for our enterprise customers when they experience critical interruptions or technical challenges. We are looking for an individual to support the 12-8pm EST shift. You'll combine deep technical troubleshooting skills with exceptional customer communication, leading incident resolution efforts that keep our customers' multi-million dollar pricing operations running smoothly. You're both technically curious and customer-obsessed, bringing urgency and clarity to complex situations while coordinating cross-functional teams to deliver swift, effective solutions. You thrive in dynamic environments where no two days are the same, viewing each incident as an opportunity to deepen product knowledge, strengthen customer relationships, and continuously improve how we deliver support.What’s in it for you?Technical depth. Customer impact. Continuous growth. You’re looking for more than a traditional support role – you’re looking to become a technical authority. In this position, you’ll work directly with enterprise customers running mission-critical pricing systems for some of the largest financial institutions. You’ll join a collaborative, technically sophisticated team where your troubleshooting expertise and proactive problem-solving directly impact customer success and product reliability. Your insights from the frontlines will influence product development, your technical skills will expand across multiple domains, and your relationships with customer will position you as their to-to technical resource.Build expertise that elevates your profile. This is a unique opportunity to gain deep technical knowledge across cloud infrastructure, APIs, databases, and enterprise SaaS architecture while developing the customer advisory skills that distinguish exceptional support engineers. You'll gain exposure to sophisticated technical environments, participate in shaping product releases through User Acceptance Testing, and build a comprehensive support knowledge base that benefits the entire organization. Your ability to diagnose complex technical issues, communicate clearly under pressure, and drive resolution will be recognized and rewarded.Thrive in a learning environment. You won't be stuck in reactive mode. Between incident response, you'll proactively monitor customer health metrics, expand your technical capabilities, contribute to automation initiatives, and stay at the forefront of our evolving product platform. You'll work alongside engineering, DevOps, data, analytics, product, and services teams who share knowledge freely and support your continuous development.What you will doLead Technical Incident ResolutionServe as the primary customer point of contact for L2 and L3 technical issues, bringing both technical precision and customer empathy to every interaction.Troubleshoot complex software and environment-related incidents including configuration, customization, performance, integration, and usability challenges across our platform.Act as the quarterback while coordinating with Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution and maintain customer confidence.Replicate and analyze customer-reported issues in test environments, executing systematic investigation to identify root causes and validate solutions.Deliver exceptional customer service that balances technical accuracy, empathy, and urgency, ensuring customers feel supported throughout the resolution process.Maintain timeline communication and proactive status updates in alignment with SLA commitments, escalating to management when appropriate to ensure awareness and resource allocation.Apply Deep Technical InvestigationExecute and test API calls (REST APIs) using Postman to diagnose integration issues and validate system behavior.Analyze API logs using logging applications to diagnose performance bottlenecks, error responses, and traffic disruptions.Apply foundational knowledge of SQL to write queries against databases, extracting data needed to understand system state and customer configuration.Leverage understanding of cloud architecture including AWS, AWS S3, AWS Cloudwatch, Sumologic, and Snowflake to respond to infrastructure issues and alerts.Work with core development technologies including Java