Product Support Engineer Jobs

Company Description
Hi, we’re Nexthink. We’re 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 we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

As a Product Support Engineer/Technician you will be handling the support level 1 and level 2 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.
Job Duties

• Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
• Level 1 and Level 2 support for customers and partners all around the world
• Constant tracking of every request from the beginning until its resolution
• Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic
• Update, maintain and enhance the knowledge base

Qualifications

• Excellent written and verbal communication skills in english
• Consolidated experience in virtualization, systems and network administration
• At least three years of technical support experience
• Consolidated experience in troubleshooting Linux server-side applications
• Good knowledge of Windows OS
• Very strong orientation towards customer service
• Curiosity and strong attention to details
• Good understanding of cloud technologies such as Azure or AWS, Microservices is a plus

Additional Information
We are 900+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.
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, life insurance, long-term disability, and accidental death/personal loss coverage.
Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.