Nexthink

Product Support Engineer

Nexthink

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Salary

💰 $60,000 - $93,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudLinuxMicroservices

About the role

  • Provide Level 1 and Level 2 technical support for the Nexthink solution and its components globally
  • Troubleshoot issues directly with customers and partners via phone and remote sessions
  • Manage and conduct technical consultation and guidance to customers, including resolution steps for product-related issues
  • Independently assist customers in initiating investigations and provide recommendations on technical configurations
  • Gather requirements and manage technical configurations in production environments
  • Conduct end-to-end investigations, including issue replication and unscripted technical troubleshooting
  • Apply in-depth Nexthink technical knowledge to support tasks and ensure effective communication of details
  • Continuously monitor and track support requests from initiation to resolution and project manage follow-ups
  • Collaborate and coordinate with internal teams to address complex customer escalations
  • Update, maintain, and improve the knowledge base and create new technical documentation as needed
  • Ensure effective handover of issues to other time zones to comply with Product support SLAs
  • Support deployments in Federal government environments, ensuring compliance with security and operational standards

Requirements

  • Minimum 3 years of experience in technical support roles
  • Previous experience in technical support
  • Proven experience in troubleshooting Linux server-side applications
  • Solid understanding of Windows operating systems
  • Experience with cloud technologies such as Azure or AWS and microservices is a plus
  • Background in virtualization, systems, and network administration
  • Proficiency in AWS, Linux, and Nexthink products
  • Excellent verbal and written communication skills in English
  • Team player with an autonomous mindset and openness to feedback
  • Eagerness to learn and grow in a dynamic environment
  • Ability to work in Federal government environments, including successfully passing a security clearance prior to joining Nexthink
  • Willingness to work in a team while also being autonomous and take ownership of responsibilities