Technical Support Expert

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.

Job Description

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.

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. She/he should be feeling a high sense of ownership of the domain she/he is responsible for:

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• 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.

#LI-Hybrid

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 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.

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.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans.  Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity.  We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• 🏡 Hybrid work model that balances office and remote wor