Product Support Engineer

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 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

This is a hybrid position that requires the assistance of 3 days per week to the office.

#LI-Hybrid

Job Description

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.

Key Responsibilities:

• 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.

Qualifications

• 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.

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 challenge