Product Support Engineer at Nexthink

Madrid, Community of Madrid, Spain -

Full Time

Start Date

Immediate

Expiry Date

26 Apr, 26

Salary

0.0

Posted On

26 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Linux, Windows OS, Cloud Technologies, Azure, AWS, Microservices, Virtualization, Systems Administration, Network Administration, Customer Service, Attention to Detail, Communication Skills, Teamwork, Autonomy

Industry

Software Development

Description

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 more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. Job Description As a Product Support Engineer/Technician you will be handling the support level 1 and level 2 requests around the Nexthink solution and its different components. You will be based in our branch office in Madrid having a hybrid model (3 days per week going to the office) and you will report to the Service Delivery Manager - EMEA. 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. Job Duties Level 1 and Level 2 support for customers and partners all around the world 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 Qualifications At least four years of technical support experience Excellent written and verbal communication skills in English Consolidated experience in troubleshooting Linux server-side applications Good knowledge of Windows OS Good understanding of cloud technologies such as Azure or AWS, Microservices is a plus Consolidated experience in virtualization, systems and network administration Very strong orientation towards customer service Curiosity and strong attention to details Additional Information We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace. With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages. 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! Check what we offer: 💼 Permanent Contract and a competitive compensation package. 📍 Beautiful office, conveniently located at Nuevos Ministerios 🏡 Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding. 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days. 🤸 Free access to a fitness centre inside the building. 🚞 Reimbursement of the half-fare travel card for public transport. 🧑‍🏫 Reimbursement up to 50% of the cost of French classes. 🍉 Fresh fruit, cookies, and soft drinks as well. 🤝 Regular company and team events like Voluntary Days, Pizza talks, Team Building activities, hosting Meetups at the office and more! 📣 Bonuses for referring successful hires after three months of continuous employment. 🚚 We offer a relocation package to people who are coming from another country. Please note that not all the benefits listed above are available for temporary, contract, and internship roles. To ensure you have the most up-to-date information, we recommend checking with your Recruitment Partner. Department: Global Service Delivery Dept: Global Service Delivery Division: Engineering

Responsibilities

The Product Support Engineer will handle level 1 and level 2 support requests for the Nexthink solution, including troubleshooting and communication with stakeholders. They will track requests from initiation to resolution and participate in follow-up meetings with various teams.