Technical Premium Support Specialist

  • Madrid
  • Nexthink
Job Description We are looking for a skilled Technical Support Specialist to join Nexthink customer support team and contribute to improving the Digital Employee Experience of our customers.   The TPS specialist will be handling the technical support requests around the Nexthink Products, working closely with the Support Account Managers and Engineering teams, and will be based in Madrid in a hybrid model (2 days per week from the office).   Perform Level 1 and Level 2 support for the product related tickets raised by the premium customers in scope.  Ensure timely resolution of the support tickets.   Reproduce the problems, perform troubleshooting, log analysis, and share actionable insights.  Participate/coordinate escalations and organize meetings with the stakeholders to fast-track solutions/hotfixes.   Service recovery by engaging SRE (Site Reliability Engineering) and/or other Engineering teams if needed.   Create Jira tickets with the different engineering teams with continuous follow-up.  Contribute, update, maintain and enhance the knowledge base.  Continually assess the customer deployment to ensure optimum performance and availability.  Build and maintain strong relationships with the Support Account Managers/Customers.  Advocate for the customers to ensure their issues are addressed promptly.  Qualifications Minimum 5 years of experience in technical customer support.  Strong orientation towards customer service. Proven problem-solving skills and the ability to troubleshoot complex technical issues.  Excellent communication skills in English.  Curiosity and willingness to continuously learn in a high-paced environment.  Autonomous mindset with time-management and organization skills.  Knowledge of Windows and Mac OS with basic knowledge of Linux.  Good understanding of SQL is preferred.   SaaS based applications technical and troubleshooting knowledge is preferred.   Good understanding of cloud technologies such as Azure or AWS (Amazon Web Services), Microservices, Kubernetes is a plus.   Knowledge of monitoring/observability systems (e.g. new relic, PagerDuty, Datadog) is a plus.  Additional Information We are 1000+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience. If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you