Product Support Engineer
New York, NY • London
Growth
In office
Full-time
About Nominal
Nominal is building the connected test and operations platform powering the world's most advanced hardware systems, from spacecraft and autonomous vehicles to next-generation defense programs. Our platform gives hardware engineering teams a single place to ingest data, analyze performance, automate test execution, and collaborate across every phase of development, so they can move faster without sacrificing safety or precision. We're a fast-moving team that owns problems end-to-end, works across disciplines, and thrives at the intersection of hardware and software.
We serve top-tier commercial and defense customers, from autonomy leaders like Anduril and Shield AI to next-generation aerospace teams like Hermeus and REGENT, and performance engineering teams like Pratt Miller Motorsports, alongside mission partners within the U.S. Navy and U.S. Air Force on programs where failure isn’t an option. We’re backed by Sequoia, General Catalyst, Founders Fund, Lux Capital, and Lightspeed. Our team draws from SpaceX, Palantir, Anduril, Applied Intuition, and other leading companies, united by a common mission: giving hardware engineers the tools to build the future with speed, safety, and confidence.
We’re looking for a Product Support Engineer who sits at the intersection of software, product, and customer experience. You're closer to a product engineer than a ticket resolver. You'll spend your time understanding how technical customers use the product, debugging real engineering problems, partnering with the teams building Nominal, and turning what you learn into a better product.
🚀 About the role
- Own Technical Problems End-to-End: Take ownership of complex customer issues from initial investigation through resolution. You’ll dig into the problem, identify the root cause, and drive it to closure.
- Work Directly With Engineers: Partner closely with highly technical customers to understand how they use Nominal, troubleshoot issues, and help them get the most out of the product.
- Debug the Real Thing: Dive into logs, APIs, databases, code, and production systems to understand what’s happening. You won’t just be routing tickets, you’ll be solving problems.
- Partner With Product & Engineering: Bring customer problems directly to the teams building the product. Help distinguish bugs from product gaps, influence priorities, and push issues toward lasting solutions.
- Turn Support Into Product Improvements: Identify recurring patterns across customers and use those insights to improve the product, documentation, tooling, and overall customer experience.
- Build the Knowledge Base: Create technical documentation, troubleshooting guides, and internal tools that make the team and our customers more self-sufficient.
- Use AI to Work Smarter: Leverage AI to accelerate debugging, investigate issues, automate repetitive workflows, and build tools that make technical support more scalable.
- Own High-Impact Moments: When something breaks or a customer is blocked, you’ll be the person who jumps in, figures out what’s happening, and keeps everyone moving.
🔍 We're Looking for Someone With
- Strong Technical Fluency: Comfortable with APIs, relational databases like Postgres, MySQL, or ClickHouse, and observability tools like Datadog. You can write Python, navigate a codebase, and work comfortably in GitHub.
- A Builder Mindset: You enjoy figuring things out yourself. You don't need a perfectly documented playbook and are comfortable digging into unfamiliar systems to find the answer.
- Customer Empathy: You like working directly with technical users and can translate a customer's problem into a clear technical issue or product opportunity.
- Debugging Instincts: You know how to follow a problem through logs, data, APIs, and code to get to the root cause rather than stopping at a workaround.
- Product Thinking: You can recognize when a customer issue points to a deeper product problem and advocate for changes that improve the experience for more than one customer.
- Cross-Functional Strength: You can work seamlessly with engineering and product, communicate technical context clearly, and keep issues moving without waiting for someone else to take ownership.
- Clear Communication: You can explain complex technical problems simply, whether you're talking to an engineer, a customer, or an executive.
- Hardware Curious: Experience with hardware development, testing, measurement, validation, or other engineering environments is a strong plus.
- Familiarity With Technical Data: Experience with tools or formats like LabVIEW, MATLAB, MCAP, or HDF5 is a plus.
- Data Skills: Strong SQL and Python skills, including experience with Pandas or similar data analysis tools.
✨ Benefits/Perks
- 🏥 100% coverage of medical, dental, and vision insurance
- 🏖️ Unlimited PTO and sick leave
- 🍽️ Free lunch, snacks, and coffee
- 🚀 Professional Development Stipend
- 🛠️ In-office hardware lab with a $250 project stipend
- ✈️ Annual company retreat
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.
Compensation
The base pay range for this role is $93,500 – $140,000 per year.
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This position requires access to information and technology that is subject to U.S. export controls. Your responses to the questions below will be used solely to determine your eligibility under U.S. law to receive information and materials subject to U.S. export controls. Are you any of the following “protected individual(s)” as defined in the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)? *
A person lawfully admitted for permanent residence of the United States (i.e. Green Card holder)
A person admitted as a refugee to the United States under 8 U.S.C. 1157
A person admitted as an asylee to the United States under 8 U.S.C. 1158
A United States citizen or national
None of the above
U.S. Work Authorization - Are you authorized to work in the United States? *
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No
Will you require sponsorship from Nominal for employment now or in the future? (e.g, OPT, H1B visa)? *
Yes
No
Clearance Eligibility - Do you presently hold an active U.S. security clearance, or are you eligible to obtain and maintain a U.S. security clearance? *
Yes, I hold an active U.S. security clearance
Yes, I'm eligible for a U.S security clearance
No
If you have held a U.S. security clearance in the past, what clearance level have you held? *
Confidential
Secret
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N/A - have never held a U.S. security clearance
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
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Voluntary Self-Identification of Veteran Status
VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. If you believe that you belong to any of the following categories of protected veterans, please indicate by making the appropriate selection.
Veteran status descriptions
Disabled veteran
A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability
Recently separated veteran
A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service
Active duty wartime or campaign badge veteran
A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense
Armed Forces service medal veteran
A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209).
Veteran status
Req ID: R119
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End-to-End Product Support Engineer employer: Nominal
At Nominal, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Mission Operations Engineer, you'll not only engage with cutting-edge technology but also enjoy ample opportunities for professional growth and development while working alongside industry leaders in a fast-paced environment. Our commitment to employee well-being is reflected in our supportive team atmosphere and the chance to make a significant impact on high-stakes projects that shape the future of hardware systems.
