Key Responsibilities
- Own support requests from initial response through resolution, keeping users informed and following through on every open thread.
- Investigate technical issues, reproduce bugs, and develop a clear understanding of the systems and workflows behind them.
- Implement straightforward fixes and practical workarounds where appropriate.
- Partner with engineers to prioritize and schedule larger fixes, providing clear reproduction steps, technical context, and customer impact.
- Build tools and automation that improve triage, investigation, communication, and follow-up.
- Establish support metrics, surface trends, and define goals for queue health, responsiveness, resolution, and customer experience.
- Turn recurring issues into improvements to the product, documentation, and support process.
- Help shape the processes and operating practices that will support a growing support organization.
Qualifications & Requirements
- Experience in technical support or support engineering within a medium to large support organization, with strong organizational habits and polished customer communication.
- A track record of understanding complex software systems and methodically investigating unfamiliar technical problems.
- Practical coding skills and experience building useful scripts, personal tools, or internal utilities.
- Strong judgment about what to resolve independently, when to involve engineers, and how to make an escalation actionable.
- Clear, empathetic communication with both technical and nontechnical users, including when an issue is unresolved or priorities change.
- Consistent follow-through: you track commitments, coordinate handoffs, and close the loop without repeated reminders.
- Ability to bring structure to an evolving support function and improve processes independently.
- Availability to work US time zone hours.
Preferred
- Experience improving support workflows, building support automation, or introducing metrics and reporting.
- Experience mentoring support engineers, leading a support team, or helping build a support function.
- Familiarity with AI agents, LLM applications, open-source software, or developer tools.
About Nous Research
Nous Research, founded in 2023 by a distributed collective of AI researchers and open-source contributors, builds decentralized AI models and training infrastructure for open, aligned intelligence. Its work includes open-weight Hermes models, Psyche decentralized training that coordinates global GPU contributions, and inference tooling that lets developers run models without centralized APIs. Headquartered with a fully distributed team across North America and Europe, Nous emphasizes open research, model evaluation and community-driven alignment over proprietary development. The project collaborates with open-source communities and crypto incentive designers to fund compute and data contributions transparently. Its collective publishes evaluations, datasets and training playbooks that let open-source contributors reproduce, fine-tune and deploy models with transparent provenance. Expect a research and community-driven culture that values model openness, rigorous evaluation and empowering builders to deploy capable AI without reliance on closed providers.