Technical Premium Support Specialist

.Technical Premium Support Specialist

• Bengaluru, Karnataka, India
• Full-time

Company Description

Hi, were Nexthink. We are not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we've surpassed $100M in ARR, and weve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

#LI-Hybrid

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.

Total Rewards @ Nexthink 

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your totalrewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with100% covered company benefitsthat consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you!