Product Support Engineer

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, surpassed $150M in ARR, and in 2021 secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started. 

Job Description

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 a team, while also being autonomous, be ready to learn, and be open to feedback coming from their peers and superiors. The candidate should feel a high sense of ownership of the domain she/he/they are responsible for.

Job Duties

• Level 1 and Level 2 support for customers and partners all around the world 
• Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
• 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

• At least 3 years of technical support experience
• Excellent written and verbal communication skills in english
• Consolidated experience in troubleshooting Linux server-side applications
• Good knowledge of Windows OS
• Good understanding of cloud technologies such as Azure or AWS, Microservices is a plus
• Consolidated experience in virtualization, systems and network administration
• Very strong orientation towards customer service
• Curiosity and strong attention to details

Additional Information

We are a fast-paced growing company, and we are hiring and growing a lot in our Boston office. If you are looking for a change and a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you!

• Hybrid work model (2 days per week going to the office)
• Permanent Contract and a competitive compensation package (Stock Options included)
• Health Insurance (Covered by Nexthink)
• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer)
• Amazing centrally located office in Boston
• Fresh fruit, cookies, and occasionally some soft drinks as well
• Regular company and team events like Pizza talks, hosting Meetups at the office and more!

We are 900+ employees strong in 21 countries across 8 different time zones, speaking 70+ 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 regarding diversity, equity, inclusion, and belonging 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.