Product Support Engineer, Nexthink
$60-93k
3 days a week in office
Digital employee experience management
Open for applications
Digital employee experience management
501-1000 employees
Open for applications
$60-93k
3 days a week in office
501-1000 employees
Company mission
Nexthink's mission is to delight people at work by helping IT to shape smart and productive workplaces.
Role
Who you are
- Minimum 3 years of experience in technical support roles
- Strong customer service orientation and attention to detail
- Proven experience in troubleshooting Linux server-side applications
- Solid understanding of Windows operating systems
- Experience with cloud technologies such as Azure or AWS and microservices is a plus
- Background in virtualization, systems, and network administration
- Excellent verbal and written communication skills in English
- Team player with an autonomous mindset and openness to feedback
- Eagerness to learn and grow in a dynamic environment
- Ability to work in Federal government environments, including successfully passing a security clearance prior to joining Nexthink
What the job involves
- As a Product Support Engineer, you will handle support level 1 and level 2 requests related to the Nexthink solution and its different components
- You will be based in our branch office in Boston, which has a hybrid model (you will go to the office three days per week)
- For candidates that are based in Mountain or West regions, this role will be remote
- The candidate must have previous experience in technical support, be willing to work in a team while also being autonomous, be ready to learn, and be open to feedback from peers and superiors
- She/he should feel a strong sense of ownership of the domain she/he is responsible for
- Manage and conduct technical consultation and guidance to customers, encompassing resolution steps for any product-related issues
- Independently assist customers in initiating investigations and provide recommendations on technical configurations, which may not always be documented or scripted
- Gather requirements and manage technical configurations in production environments
- Utilize technical solution skills, including proficiency in AWS, Linux, and Nexthink products
- Engage in direct troubleshooting, involving phone communication and remote sessions with stakeholders
- Handle Level 1 and Level 2 support requests for the Nexthink solution and its components globally
- Conduct end-to-end investigations, including issue replication, often requiring unscripted technical expertise
- Apply in-depth Nexthink technical knowledge to support tasks
- Provide comprehensive expertise, ensuring all necessary details are communicated effectively
- Continuously monitor and track support requests from inception to resolution
- Project manage follow-up meetings with various organizational teams involved in issue resolution
- Collaborate and coordinate with internal teams to address complex customer escalations
- Update, maintain, and improve the knowledge base, identifying and addressing gaps in technical documentation and creating new content as needed
- Ensure the effective handover of issues to other time zones to be compliant with Product support SLAs
- Provide Level 1 and Level 2 technical support for the Nexthink solution and its components
- Troubleshoot issues directly with customers and partners via phone and remote sessions
- Ensure end-to-end tracking of support requests from initiation to resolution
- Collaborate with internal teams through follow-up meetings to drive issue resolution
- Maintain and enhance the internal knowledge base with updated troubleshooting steps and solutions
- Demonstrate ownership and accountability for the support domain
- Support deployments in Federal government environments, ensuring compliance with security and operational standards
Our take
Bad experiences with IT environments cost companies 100 hours per person each year. In order for businesses to avoid those hours of lost productivity, they need to ensure that their employees' digital experience is working for them.
That's where Nexthink's digital experience platform comes in. Its platform combines monitoring, user engagement, analytics, and automation — all from the employee’s perspective. Using one platform, companies are able to handle all parts of their employee's digital experience cycle, from issue detection to employee engagement. Not only does this allow for businesses to be more productive, it also leads to happier employees no longer bogged down by frustrating IT failures.
The company boasts over 1,100 enterprise customers with more than 15 million employees between them. With offices across the globe, its existing customer base is already large. Nexthink has remained focused on further innovation and partnerships, adding capabilities such as conversational AI. The increase in companies looking to invest in digital employee experience tech is set to keep Nexthink on its existing growth trajectory.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2021
$180m
SERIES D
Nov 2018
$85m
SERIES C
Total funding: $336.2m
Company benefits
- Flexible working
- Life insurance
- Critical illness cover
- Income protection
- Pension plan
- Maternity & Paternity leave
- Car allowance
- Job training and professional development
- 22 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Prilly, VD
Leadership
Pedro Bados
(CEO)Previously worked as an Artificial Intelligence Researcher before co-founding Nexthink in 2004.
Patrick Hertzog
(User Experience Officer)Before co-founding Nexthink, they worked as a Research Assistant at a polytechnic school in Switzerland.
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