Premium Support Specialist

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

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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 the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.