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

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 quick-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.
• P

📌 Premium Support Specialist (Bengaluru)
🏢 Nexthink
📍 Bengaluru