Team Lead
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.
#LI-Hybrid
Job Description
Team Management
• Onboarding of new team members
• Coordination of the Support Team members
• Distribution of workload
• Oversee the quality of ticket handling per individual
Provide Direct Customer Support
• Work on the ticket handling
• Involved in any customer care activity that requires the attention of a Team leader
Review Escalations
• Review if the escalations meet standard processes Evaluate Team Members
• Oversee individual performance Support Process Improvement
• Helps in the creation, definition, and improvement of support processes
Training
• May oversee the training needs of existing and new team members
Qualifications
Other duties
• New Duties can be included depending on the evolution of the service
• Team Leads manage holidays in L1/L2/L3 and they do not in Premium Support
• Team Leads Manage annual reviews
• Team Leads do not manage compensation
• At least 3 years of technical support experience
• Consolidated experience in troubleshooting Linux server-side applications
• Good Understanding of Cloud Technologies such as AWS
• Consolidated experience in virtualisations and system and network administration
• Basic understanding of Linux scripting
• Good knowledge of Windows Operating Systems
• Excellent written and verbal communication skills in English
• Very strong orientation towards customer service
• Curiosity and strong attention to details
• Experience with the development of automated test suites including unit, integration, performance, security, and functional testing.
• Experience working with distributed systems, microservices highly desired.
• Experience with public cloud providers (e.g. AWS, Azure...) is a plus.
• Problem-solving and strong troubleshooting skills.
• Experience with Kubernetes highly desired
• Experience with configuration management systems like Terraform / Ansible highly desired
• Immediate incorporation availability
Additional Information
We are 800+ 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.