As a Product Support Engineer/Technician you will be handling the support level 2 , requests around the Nexthink solution and its different components. You will be based in our branch office in Madrid and you will report to the Support L1 & L2 Manager.
You will be working under a follow- the- sun model.
The standard support service will be delivered during business hours from the office in Madrid while the on-call service will be delivered from your home.
The candidate must have a previous experience in technical support and should be willing to work in team, while also being autonomous, be ready to learn and open to feedbacks coming from his peers and superiors. She/he should be feeling a high sense of ownership of the domain she/he is responsible for.
- Level 2 support for customers and partners all around the world under a follow-the-sun model.
- Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
- Constant tracking of every request from the beginning until its resolution
- Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic
- Update, maintain and enhance the knowledge base
- At least 5 years of technical support experience
- Consolidated experience in troubleshooting Linux server-side applications
- Good Understanding of Cloud Technologies such as Azure or AWS will be a Big Plus
- Candidates with NO Linux, please, Refrain
- Consolidated experience in virtualisation and system and network administration
- Basic understanding of Linux scripting
- Good knowledge of Windows Operating Systems
- Excellent written and verbal communication skills in English
- Very strong orientation towards customer service
- Curiosity and strong attention to details
- Immediate incorporation availability
We are nearly 700 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.
At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, 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.