Product Support Engineer - Remote

Overview

As a Product Support Engineer at Nexthink, you will handle support level 1 and level 2 requests related to the Nexthink solution and its different components, providing technical consultation and guidance to customers.

In Short

• Manage and conduct technical consultation and guidance to customers.
• Independently assist customers in investigations and provide recommendations.
• Gather requirements and manage technical configurations in production environments.
• Engage in troubleshooting with customers via phone and remote sessions.
• Handle Level 1 and Level 2 support requests globally.
• Conduct end-to-end investigations, including issue replication.
• Update and improve the knowledge base with new content as needed.
• Collaborate with internal teams to address complex customer escalations.
• Ensure effective handover of issues across time zones.
• Support deployments in Federal government environments.

Requirements

• Minimum 3 years of experience in technical support roles.
• Strong customer service orientation and attention to detail.
• Proven experience in troubleshooting Linux server-side applications.
• Solid understanding of Windows operating systems.
• Experience with AWS and microservices is a plus.
• Background in virtualization and network administration.
• Excellent verbal and written communication skills in English.
• Team player with an autonomous mindset.
• Eagerness to learn and grow in a dynamic environment.
• Ability to work in Federal government environments.

Benefits

• Flexible Hours and unlimited vacation.
• Hybrid work model with structured onboarding.
• Free access to professional training platforms.
• Up to 16 weeks of paid leave for birthing parents.
• 401(k) plan with company matching contributions.
• Bonuses for referring successful hires.