Technical Support Engineer (Product)

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight, allowing them to see, diagnose, and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to over 18 million employees. Dual headquartered in Lausanne, Switzerland, and Boston, Massachusetts, Nexthink has 9 offices worldwide.

#LI-Hybrid

Job Description

As a Product Support Engineer / Technician, you will handle Level 1 and Level 2 requests related to the Nexthink solution and its components. You will be based in our Madrid office with a hybrid model (3 days per week in the office) and report to the Service Delivery Manager - EMEA.

The candidate must have previous experience in technical support, be willing to work in a team, while also being autonomous, eager to learn, and open to feedback from peers and superiors. A high sense of ownership of the domain they are responsible for is essential.

Job Duties

• Provide Level 1 and Level 2 support for customers and partners worldwide.
• Handle troubleshooting phases directly, including phone communication and remote sessions with stakeholders.
• Track every request from initiation to resolution.
• Participate in follow-up meetings with involved teams to resolve issues.
• Update, maintain, and improve the knowledge base.

#LI-Hybrid

Qualifications

Additional Information

We are pioneers in a global IT Market Category (DEX), shaping the future of work by providing our customers’ IT teams with total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints, enabling IT teams to solve complex challenges, create productive workplaces, and ensure employee satisfaction in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, promoting collaboration and innovation. We embrace diversity, with over 75 nationalities speaking many languages.

If you seek change, enjoy a positive atmosphere, face challenges, and want to have fun at work, this is a great opportunity! What we offer :

Please note that some benefits may not apply to temporary, contract, or internship roles. Verify current details with your Recruitment Partner.

#J-18808-Ljbffr