Product Support Engineer

Nexthink • Phoenix, AZ, US

3 days ago

Job type

Full-time

Job description

Overview

Nexthink is the leader in digital employee experience management software. This is a hybrid position requiring three days per week in the office; location details and remote options apply based on region.

Responsibilities

Provide Level 1 and Level 2 technical support for the Nexthink solution and its components.
Manage technical consultation and guidance to customers, including resolution steps for product-related issues.
Independently assist customers in initiating investigations and provide configuration recommendations, including undocumented or non-scripted solutions.
Gather requirements and manage technical configurations in production environments; use skills in AWS, Linux, and Nexthink products.
Engage in direct troubleshooting via phone and remote sessions with stakeholders.
Conduct end-to-end investigations, including issue replication and unscripted technical analysis.
Monitor and track support requests from inception to resolution; provide timely handovers across time zones to meet SLAs.
Project manage follow-up meetings with relevant teams to drive issue resolution.
Collaborate with internal teams to address complex customer escalations and update the knowledge base with new content and improvements.
Ensure effective handover and continuity of issues across regions and teams.
Support deployments in Federal government environments, ensuring compliance with security and operational standards.

Key Qualifications

Minimum 3 years of experience in technical support roles.

Strong customer service orientation and attention to detail.

Proven experience troubleshooting Linux server-side applications; solid Windows skills.

Experience with cloud technologies (Azure or AWS) and microservices is a plus; background in virtualization, systems, and network administration.

Excellent verbal and written English communication; able to work in a team and autonomously; receptive to feedback.

Ability to work in Federal government environments, including the ability to pass security clearance prior to joining Nexthink.

Benefits and Additional Information

Hybrid work model with structured onboarding to foster connections and team integration.

Flexible hours and generous vacation policy; holidays and volunteering days.

Access to professional training platforms and continuous learning opportunities.

Paid leave for birthing / primary caregivers and secondary caregivers; 401(k) with company matching.

Bonuses for referring successful hires after three months of continuous employment.

Comprehensive total rewards package including base salary, potential bonuses, and equity; benefits include health, dental, vision, life insurance, long-term disability, and accident coverage.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed reflects Nexthink's good faith determination of minimum and maximum targets for new hire salaries across US locations; individual pay may vary based on skills and experience. More details available from the Talent Acquisition Partner during the hiring process.

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Product Support Engineer • Phoenix, AZ, US