Product Support Engineer
New York, NY / Austin, TX / Los Angeles, CA
Growth – Mission Operations /
Full-time /
On-site
About Nominal
Nominal is building the software infrastructure that powers the world’s most advanced hardware systems — from spacecraft and autonomous vehicles to next-generation industrial machines. Our platform ingests high-rate telemetry, validates complex autonomy software in real time, and helps engineering teams iterate faster without sacrificing safety or precision. We’re a fast-moving team of engineers and operators who own problems end-to-end, work across disciplines, and thrive on solving challenges at the intersection of hardware and software. As a dual-use platform, we're serving top-tier commercial and defense customers, including the U.S. Navy, United States Air Force, Shield AI, and Anduril.
We’re backed by top-tier investors — Sequoia, General Catalyst, Founders Fund, Lux Capital, and Lightspeed Ventures — who share our mission to accelerate innovation in mission-critical systems. Our team brings experience from SpaceX, Palantir, Anduril, Applied Intuition, and other leading companies, united by a common goal: enabling hardware engineers to push the boundaries of advanced technology with speed, safety, and precision.
We’re looking for a Product Support Engineer who thrives at the intersection of software and customer experience. In this role, you’ll be the front line of technical support—resolving complex issues, guiding users through product usage, and ensuring a world-class customer experience. You’ll work closely with Engineering, Product, and Go-To-Market teams to help customers succeed with our software while translating real-world feedback into product improvement opportunities.
🚀 About the Role
- Own the Queue: You’ll take charge of the support ticket queue — triaging, prioritizing, and resolving technical issues with speed and precision.
- Be the Front Line: Work directly with our customers to troubleshoot bugs, answer usage questions, and ensure seamless product adoption.
- Bridge the Gap: Collaborate closely with engineering and product teams to untangle complex issues and drive root-cause resolutions.
- Document & Share: Build and maintain clear, actionable technical documentation to answer recurring questions and cover nuanced edge cases.
- Spot Patterns, Drive Change: You’ll surface trends in customer feedback and advocate for improvements in product usability and documentation.
- Keep Calm in Chaos: When incidents arise, you’ll jump in to assess root causes and clearly communicate updates with both internal teams and customers.
🔍 We're Looking for Someone With
- Technical Fluency: You’re proficient in at least one production-grade backend language like Java, Go, or Rust — and you know your way around real-world systems.
- Database Know-How: You've worked with relational databases (Postgres, MySQL, AWS RDS), ClickHouse, or other columnar stores — and you're familiar with formats like Parquet.
- Support Experience: You’ve managed a support ticket queue and have experience responding directly to customers. You know how to keep users unblocked and happy.
- Live Debugging Skills: You’re comfortable diving into logs, chasing down bugs, and working in real-time with technical end users.
- Cross-Functional Collaborator: You work well with engineering, product, and support teams to close the loop and push issues to resolution.
- Strong Communicator: Whether it’s written documentation or real-time conversations, you’re clear, concise, and confident in your communication.
- Hardware-Informed: Experience in hardware development or supporting software in testing, measurement, or validation environments.
- Tool-Savvy: Familiarity with tools and formats common in technical testing environments — think LabVIEW, MATLAB, MCAP, or HDF5.
- Data Engineering Proficiency: Expertise in SQL, Python, Pandas, Influx, Grafana. Familiarity with Spark, Arrow, Kafka, Beam, and Flink.
✨ Benefits/Perks
- 🏥 100% coverage of medical, dental, and vision insurance
- 🏖️ Unlimited PTO and sick leave
- 🍽️ Free lunch, snacks, and coffee
- 🚀 Professional Development Stipend
- ✈️ Annual company retreat
$140,000 - $170,000 a year
This job description is written to capture a range of experience levels from 2 years to 15+ years, which is why you’ll see a wide band listed. Your actual base salary will be determined on a case-by-case basis and may vary based on a range of considerations, including job-related knowledge and skills, education, prior experience, and other business needs. The listed salary range represents an estimate for base compensation only. Base salary is just one part of the total rewards package. Eligible employees may also receive highly competitive equity grants in the form of stock options, allowing you to share in the company’s long-term success.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
ITAR Requirements
To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
