Technical Support Engineer

Nirvana is on a mission to harness the power of data to revolutionize commercial insurance and enable a safer world. We are bringing much-needed innovation into the legacy, trillion-dollar commercial insurance industry. We have developed cutting-edge predictive models that use real-time IoT data from billions of connected devices, allowing us to better understand and price risk.

Our AI-driven platform fundamentally changes the way an insurance company operates with personalized risk scoring, faster underwriting, modernized claims, and proactive, data-driven insights to help customers prevent accidents.

We've already proven the scale—reaching well over $100 million in premiums and more than doubling year over year. Our data moat is growing exponentially with more than 20 billion miles of telematics data, leading to more predictive models and new insights into how we can better understand and reduce risk.

With $170+ million raised, including an industry-leading Series C round in January 2025, we're only accelerating our growth, with strong support from top-tier VCs including Lightspeed, General Catalyst, and Valor. Nirvana's leadership team has previously helped scale multi-billion-dollar companies from scratch, including Samsara, Rubrik, and Flexport, and includes industry veterans from Hiscox, The Hartford, and RLI.

We're building the next generation of insurance technology: agentic systems powered by reasoning models that can auto-resolve claims and transform underwriting. Imagine a minor car claim getting automatically resolved by an AI claims adjuster and payment posted instantly  – that's what we're building, using advanced techniques in reinforcement learning and post-training optimization to bring 10X improvements in customer experience and operational efficiency.

We're seeking a highly motivated Technical Support Engineer who blends traditional support skills with Site Reliability Engineering principles. In this role, you'll go beyond typical troubleshooting to dive deep into system internals, analyze complex logs, and drive meaningful product improvements. You'll collaborate across engineering, product, and customer-facing teams while taking ownership of complex technical challenges. This position offers significant growth opportunities for someone who combines technical expertise with a passion for customer success.

We are a distributed team across the US & India, with offices in San Francisco, CA & Columbus, OH. We are open to candidates in any location.

• Analyze and extract relevant data from logs using tools like CloudWatch to identify root causes of complex issues

• Dive into code surrounding issues to pinpoint what engineering needs to address and how

• Develop and implement automation solutions to improve workflow efficiency

• Contribute to bug fixes and improvements in the codebase when appropriate

• Apply SRE principles to ensure system reliability and performance

• Provide timely, effective technical support via multiple channels while maintaining service standards

• Triage and prioritize incoming tickets based on impact and urgency

• Set clear expectations and communicate complex technical concepts in accessible language

• Advocate for customer needs while proposing practical solutions

• Proactively identify optimization opportunities in our products and support processes

• Contribute to internal knowledge bases and documentation

• Collaborate with cross-functional teams to implement product enhancements

• Review relative logs to identify root causes and escalate appropriately to other teams

• Create and maintain comprehensive technical documentation for internal and external users

• Demonstrated experience in debugging software issues using SQL, REST APIs, and GraphQL

• Proficiency in at least one scripting language (Python, Bash, Perl)

• Experience with cloud platforms and services (AWS, Azure, GCP)

• Familiarity with log analysis tools (CloudWatch, Splunk, ELK)

• Experience with ticketing systems and issue tracking tools (JIRA, Zendesk)

• Understanding of SRE principles and practices

• 2+ years of experience in technical support, showcasing adaptability and efficiency in a dynamic environment

• Strong analytical thinking and troubleshooting skills

• Ability to distill complex technical information into actionable insights

• Experience proposing and implementing effective workarounds for complex issues

• Capable of exercising sound judgment under pressure

• Strong written and verbal communication skills with focus on clarity

• Ability to work independently while collaborating effectively across teams

• Proactively seeks and incorporates feedback from peers and stakeholders

• Experience creating technical documentation for diverse audiences

• Self-starter who seeks out learning opportunities

• Bias-to-action and willingness to tackle ambiguous problems

• Owner mentality with accountability for actions and results

• Adaptable to high-growth, fast-paced environments

• Commitment to continuous improvement and knowledge sharing

• Experience with Go programming language

• Contributions to open-source projects or technical communities

• Experience implementing monitoring systems and automation tools

• Track record of driving process improvements in technical support environments

• Competitive compensation & meaningful equity

• Health insurance for you and your family

• Monthly wellness stipend

• Hybrid work culture

• Flexible vacation policy

• Autonomy to make a tangible impact in a fast-growing startup

• #LI-Remote

We set our salary ranges using compensation data from companies similar to our stage and size For this role, the estimated salary range for this position is $64,348 - $85,000. The actual base salary will vary depending on multiple factors unique to each candidate, including location, job-related knowledge, transferable skills, work experience and our assessment of your level during the interview process. Nirvana offers equity for all full-time employees, which is not included in the range listed above and will have an impact on your overall compensation.

Nirvana offers a wide range of best-in-class, comprehensive benefits including 100% employer paid healthcare plans, an up to 4% 401k match program, paid time off, parental leave, wellness reimbursement, work-from-home stipend and more.Nirvana is committed to building a diverse and inclusive workforce. If you’re interested in this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We'd like to consider you for this position and roles that may be a fit in the future.

Nirvana is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Nirvana considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.