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Nexthink is seeking a Premium Support Specialist to join its customer support team in Bengaluru. The role focuses on delivering technical support for Nexthink's Digital Employee Experience (DEX) platform, a leading solution that provides IT leaders with visibility and control over digital workplace environments.
In this position, you will handle Level 1 and Level 2 technical support for premium customers, working closely with Support Account Managers and Engineering teams. Key responsibilities include:
- Manage and resolve technical support tickets from premium customers within agreed timeframes
- Troubleshoot complex technical issues, reproduce problems, analyze logs, and provide actionable insights
- Coordinate escalations and organize stakeholder meetings to expedite solutions and hotfixes
- Engage Site Reliability Engineering (SRE) and other Engineering teams for service recovery when needed
- Create and maintain Jira tickets with engineering teams, ensuring continuous follow-up
- Contribute to and maintain the knowledge base with documentation and best practices
- Monitor customer deployments to ensure optimal performance and availability
- Build and maintain strong relationships with Support Account Managers and customers
- Advocate for customer needs to ensure prompt issue resolution
Nexthink is a global leader in DEX software with over 1,200 customers and 15 million end users worldwide. The company operates across 5 continents with 9 offices and employs over 1,000 people from 75+ nationalities. Headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink is committed to diversity, inclusion, and equity.
REQUIREMENTS:
- Minimum 5 years of experience in technical customer support
- Strong customer service orientation
- Proven problem-solving skills and ability to troubleshoot complex technical issues
- Excellent English communication skills
- Curiosity and willingness to learn in a fast-paced environment
- Autonomous mindset with strong time-management and organizational skills
- Knowledge of Windows and Mac OS with basic Linux knowledge
- Good understanding of SQL (preferred)
- SaaS application technical and troubleshooting knowledge (preferred)
- Understanding of cloud technologies such as Azure or AWS, Microservices, and Kubernetes (plus)
- Knowledge of monitoring/observability systems like New Relic, PagerDuty, or Datadog (plus)
