Nexthink - Technical Premium Support Specialist - Site Reliability
2 months ago
Company Description :
- We're not just the leader in the digital employee experience category, we invented the category.
- Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work.
- Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees' experience, making them more productive, efficient, and happy at work.
- We have millions of endpoints deployed, we've surpassed $100M in ARR, and we've recently secured $180M in Series D financing for a company valuation of $1.1B, but we're just getting started.
Job Description :
- We are looking for a skilled Technical Support Specialist to join the Nexthink customer support team and contribute to improving our customers' Digital Employee Experience.
- The TPS specialist will handle the technical support requests around the Nexthink Products, working closely with the Support Account Managers and Engineering teams.
Job Responsibilities :
- Perform Level 1 and Level 2 support for the product-related tickets raised by the premium customers in scope.
- Ensure timely resolution of the support tickets.
- Reproduce the problems, perform troubleshooting, log analysis, and share actionable insights.
- Participate/coordinate escalations and organize stakeholder meetings to fast-track solutions/hotfixes.
- Service recovery by engaging SRE (Site Reliability Engineering) and/or other Engineering teams if needed.
- Create Jira tickets with the different engineering teams with continuous follow-up.
- Contribute, update, maintain and enhance the knowledge base.
- Continually assess the customer deployment to ensure optimum performance and availability.
- Build and maintain strong relationships with the Support Account Managers/Customers.
- Advocate for the customers to ensure their issues are addressed promptly.
Qualifications :
- Minimum 5 years of experience in technical customer support.
- Strong orientation towards customer service.
- Proven problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills in English.
- Curiosity and willingness to continuously learn in a high-paced environment.
- Autonomous mindset with time-management and organization skills.
- Knowledge of Windows and Mac OS with basic knowledge of Linux.
- A good understanding of SQL is preferred.
- SaaS based applications technical and troubleshooting knowledge is preferred.
- A good understanding of cloud technologies such as Azure or AWS (Amazon Web Services), Microservices, and Kubernetes is a plus.
- Knowledge of monitoring/observability systems (e.g. new relic, PagerDuty, Datadog) is a plus.
Additional Information :
We are 900+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace.
Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.
If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you.
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