We are looking for a skilled Technical Premium 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.
Robust 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 workplace.
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 valuable 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. current relic, PagerDuty, Datadog) is a plus
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Technical Premium Support Specialist Bengaluru
🏢 Nexthink
📍 Bengaluru
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