Customer Support Representative L1

Nitro, Inc.

Customer Support Representative supporting Nitro customers with technical guidance and troubleshooting issues. Collaborating with internal teams to enhance customer experience and satisfaction.

Posted 7/28/2026full-timePorto • 🇵🇹 PortugalJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on customer satisfaction, effective communication, and collaboration within a global support team. Proficient in troubleshooting and resolving complex technical issues while maintaining up-to-date knowledge of enterprise software and systems.

Highest-signal resume keywords

Technical Support ExperienceMS Windows Server KnowledgeApplication Deployment UnderstandingStrong Communication SkillsBachelor’s Degree in IT or CS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportMS Windows ServerDesktop Operating SystemsApplication DeploymentVirtual EnvironmentsCitrixVMWareSaaS SolutionsSSO Set-UpSalesforce Integration

Soft Skills

EmpathyAttention to DetailAdaptabilityCollaborationFeedback Reception

Tools & Technologies

AzurePower AutomateTerminal ServerAppV

Industry Keywords

Enterprise SoftwareCustomer SatisfactionEscalation ProcessesKnowledge Base DevelopmentCross-Functional Learning

Tech Stack

Tools & technologies

AzureCitrixVMware

About the role

Key responsibilities & impact

Providing exceptional support to customers seeing assistance with product questions or issues. This includes communicating with customers with empathy and in a professional and timely manner.
Working with escalated support cases, following-up on any raised issues with our engineering team to ensure timely closure and successful resolution.
Performing net-meetings and live troubleshooting to quickly resolve urgent and impactful issues.
Exceeding customer satisfaction criteria, efficiency and all assigned SLA metrics, resolution targets.
Working closely with our global Support team on refining escalation processes, developing Knowledge Base, and creating an environment of cross-functional learning.

Requirements

What you’ll need

Bachelor’s degree in IT, CS, or equivalent work experience
Minimum of 2+ years of IT or technical support experience with enterprise software
Ability to work independently and in a team-based, collaborative environment
Aptitude for learning new products and technologies, and for driving yourself to maintain current functional and technical knowledge of the entire Nitro Product line
Strong communication skills, both written and verbal, with excellent attention to detail and the ability to articulate complex technical and business solutions to both technical and non-technical stakeholders
Ability to receive feedback, adapt to change, and to communicate challenges in timely and professional manner
Strong technical knowledge of MS Windows Server and Desktop Operating systems
Understanding of Application deployment in Virtual and App publishing environments: Terminal Server, Citrix, VMWare and AppV
Experience working with Azure environments (Nice to Have)
Experience with SaaS solutions, concepts, and business models (Nice to Have)
Experience with SSO set-up and integrations, including Salesforce, Power Automate (Nice to Have)

Benefits

Comp & perks

Health insurance
Dental coverage
Vision coverage
Wellness perks
Pension/401k matching