Technical Support Expert, Nexthink
$65-101k
2 days a week in office
Digital employee experience management
Job no longer available
Digital employee experience management
501-1000 employees
Job no longer available
$65-101k
2 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
- The candidate must have a previous experience in technical support and should be willing to work in team, while also being autonomous, be ready to learn and open to feedbacks coming from his peers and superiors
- 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 strong time-management and organizational skills
- Knowledge of Windows and Mac OS with basic knowledge of Linux
- Good understanding of SQL is preferred
- Technical and troubleshooting knowledge of SaaS-based applications is preferred
- Good understanding of cloud technologies such as Azure or AWS, Microservices, and Kubernetes is a plus
- Knowledge of monitoring/observability systems (e.g., PagerDuty, Datadog) is a plus
What the job involves
- As a Technical Support Expert you will be handling the support level 3 requests around the Nexthink solution and its different components
- You will be based in our branch office in Boston having a hybrid model (2 days per week going to the office) and you will report to the North America Support Manager
- She/he should be feeling a high sense of ownership of the domain she/he is responsible for:
- Perform Level 3 support for product-related tickets
- Validate processes during transitions between support levels (Level 2 through Level 4)
- Ensure timely resolution of support tickets
- Reproduce problems, perform troubleshooting, log analysis, and share actionable insights
- Participate in and coordinate escalations, organizing meetings with stakeholders to expedite solutions/hotfixes
- Engage Site Reliability Engineering (SRE) and other Engineering teams for service recovery when needed
- Create and manage Jira tickets with continuous follow-up with different engineering teams
- Contribute to, update, maintain, and enhance the knowledge base
- Actively participate in communication channels to share knowledge among team members
- Continually assess customer deployments to ensure optimum performance and availability
- Build and maintain strong relationships with partners and their customers
- Advocate for customers to ensure their issues are addressed promptly
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
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 values
- Positive Attitude - Negativity gets you nowhere. We face challenges with a positive attitude
- Getting Things Done - We are always looking for the fastest and smartest way to get the job done
- One Team - We are all in this together
- Continuous Improvement - Our desire to learn and improve never stops
Company HQ
Prilly, VD
Articles
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.
Salary benchmarks
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Diversity, Equity & Inclusion at Nexthink
- Multinational and multilingual
- Committed to hiring a genuine representative workforce
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