Technical Support Team Lead

Nimble is the company leading the AI web search category. Our products are used by leading businesses in financial services, retail, market intelligence, and coding to build best-in-class AI agents with accurate, auditable programmatic access to the web. We've raised over $70 million from Norwest, Databricks Ventures, Target Global, Square Peg, and others to build expert-level web search for AI. Hundreds of enterprise customers already run on Nimble, and we're forming a world-class team of engineers, researchers, designers, marketers, sellers, and operational experts to achieve our mission. Why Join Us As a Technical Support Team Lead at Nimble, you’ll play a key role in helping some of the world’s most innovative companies unlock the power of external web data. You’ll work on complex technical challenges at the intersection of AI, data infrastructure, and web technologies while collaborating closely with customers, Product, and Engineering teams and have an impact on shaping a growing company. Join us in building a data-connected world,where external data powers every business decision. About the Role: As a Technical Support Team Lead , you will be a hands-on technical leader within Nimble’s Support function. You will serve as the primary escalation point for complex customer issues while also directly managing and supporting a small team of Support Engineers. This is a player-coach role : you will spend a significant portion of your time solving technical problems alongside the team, while also mentoring team members, establishing best practices, and helping shape a scalable Support function. You’ll work closely with Customer Success, Solutions Engineering, Product, and R&D to solve challenging technical problems, improve customer experience and product reliability, and continuously improve how Nimble delivers technical support. This role is ideal for someone who enjoys deep technical problem-solving, working directly with customers and building processes and best practices in a fast-growing environment. What You’ll be Doing: Serve as the technical lead and primary escalation point for complex customer issues involving Nimble’s APIs, web data infrastructure, and platform. Be hands-on in troubleshooting and resolving technical issues across APIs, integrations, networking, and web data extraction, including CAPTCHAs, bot detection, geo-restrictions, rate limiting, and IP restrictions. Work directly with customers on complex technical issues, onboarding, implementation, optimization, and troubleshooting, in partnership with Customer Success and Solutions Engineering. Establish and improve support best practices, troubleshooting playbooks, documentation standards, and operational processes. Help build and scale the Support function by defining processes, identifying tooling needs, and contributing to future team growth. Manage, mentor, and support Support Engineers through hands-on technical guidance, coaching, troubleshooting, and knowledge sharing. Identify recurring customer pain points and proactively recommend product, tooling, and process improvements. Contribute hands-on to support automation, monitoring, internal tooling, and operational efficiency initiatives. Create and maintain technical documentation, knowledge base articles, root cause analyses, and internal training materials. Bring customer feedback and technical insights to Product and Engineering and help influence product improvements. Participate in incident management and help coordinate responses to critical customer-impacting events. What You Should Have for the Role: 4+ years of experience as a Support Engineer, Technical Support Engineer, Solutions 1–2 years of experience leading a technical support team or serving as a Team Lead. Engineer, or similar customer-facing technical role within a B2B SaaS environment. Experience serving as a senior technical escalation point for complex customer issues. Demonstrated experience mentoring teammates or leading technical initiatives without direct people management. Experience working with cloud platforms such as AWS, GCP, or Azure. Strong analytical and problem-solving skills with the ability to diagnose highly complex technical issues. Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences. Proven ability to work cross-functionally with Product, Engineering, Customer Success, and Solutions Engineering. A strong ownership mindset with a passion for improving processes, mentoring others, and driving operational excellence. Curiosity, continuous learning, and a desire to become a subject matter expert in APIs, web technologies, and data infrastructure. Experience with web scraping, web data extraction, proxy infrastructure, or anti-bot technologies is a strong advantage. Experience with Python or scripting for automation is a plus. At Nimble you’ll join a team of brilliant minds striving to solve the hard problems affecting data gathering. Although we work hard, we also play hard, and together create a vibrant community with frequent company retreats, human-first conditions, and an energetic atmosphere. #J-18808-Ljbffr Nimbleway