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Nexthink is seeking a Technical Premium Support Specialist to join its customer support team in Bengaluru. In this role, you will provide Level 1 and Level 2 technical support for premium customers using Nexthink's Digital Employee Experience (DEX) management platform. You will handle product-related support tickets, troubleshoot complex technical issues, reproduce problems, analyze logs, and provide actionable insights to customers.
Key responsibilities include ensuring timely resolution of support tickets, coordinating escalations with engineering teams, organizing stakeholder meetings to fast-track solutions, and engaging Site Reliability Engineering (SRE) teams when needed. You will create and maintain Jira tickets with engineering teams, contribute to and enhance the knowledge base, and continuously assess customer deployments for optimal performance. You will build strong relationships with Support Account Managers and customers, advocating for their needs and ensuring issues are addressed promptly.
Nexthink is a global leader in digital employee experience management, serving over 1,200 customers and 15 million employees worldwide. The company operates across 5 continents with over 1,000 employees representing 75+ nationalities. The role offers a hybrid work model with flexibility, unlimited vacation, comprehensive health insurance including OPD coverage, professional development access, and competitive benefits including maternity/paternity leave, personal accident insurance, and gratuity provisions.
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 organization 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 (a plus)
- Knowledge of monitoring/observability systems such as New Relic, PagerDuty, or Datadog (a plus)
