Engineering

Nexthink; Lausanne; Hybrid; CHF 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Flexible hours

Unlimited vacation

Professional training

Parental leave

Bonuses for referrals

Bank holidays

Job summary

Nexthink is the leader in digital employee experience management software, powering IT leaders with deep insights and proactive optimization. The Technical Premium Support Specialist will resolve complex product issues for premium customers, collaborating with Support Account Managers and Engineering, while maintaining knowledge bases and customer relationships.

Based in Lausanne, this role embraces a hybrid work model and requires strong English communication.

Qualifications

• Minimum 5 years of experience in technical customer support.
• Proven ability to troubleshoot complex technical issues.
• Excellent communication in English.

Responsibilities

• Perform Level 1 and Level 2 support for premium customers.
• Ensure timely resolution of support tickets.
• Reproduce problems and perform log analysis.
• Coordinate escalations and stakeholder meetings for rapid fixes.
• Engage SRE/Engineering for service recovery when needed.
• Create Jira tickets and follow up with engineering teams.
• Contribute and maintain knowledge base.
• Monitor customer deployments for optimal performance and availability.
• Build strong relationships with Support Account Managers and customers.

Skills

Tech support

Customer service

Troubleshooting

English fluency

Time management

Windows

MacOS

Linux basics

SQL knowledge

Cloud basics

Kubernetes

Observability tools

Tools

Jira

Datadog

New Relic

PagerDuty

Job 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 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

#LI-Hybrid

Job Description

We are looking for a skilled Technical Premium Support Specialist to join the Nexthink customer support team and contribute to improving our customers' Digital Employee Experience. The TPS specialist will handle the technical support requests around the Nexthink Products, working closely with the Support Account Managers and Engineering teams.

Job Responsibilities:

• 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 stakeholder meetings 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.
• A good understanding of SQL is preferred.
• SaaS based applications technical and troubleshooting knowledge is preferred.
• A good understanding of cloud technologies such as Azure or AWS (Amazon Web Services), Microservices, and Kubernetes is a plus.
• Knowledge of monitoring/observability systems (e.g. new relic, PagerDuty, Datadog) is a plus

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.

Check what we offer:

• Permanent Contract and a competitive compensation package.
• Health insurance through our partnership with ACKO, including OPD coverage for dental, vision, health check-ups, consultations, and pharmacy expenses.
• 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 22days of holidays we offer). Plus, company-paid bank holidays (12), sick days (10-30), bereavement leave (5), and 3 days per year for volunteering.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Stay covered against accidents, bodily injuries, and disabilities with our personal accident insurance policy, providing assurance with coverage up to three times your annual CTC.
• New mothers are entitled to up to 26 weeks of maternity leave, with the flexibility to use up to 8 weeks before the expected delivery and the remaining 18 weeks after. Birth fathers can take 6 weeks of paternity leave, while adoptive parents are eligible for 26 weeks of leave for mothers and 6 weeks for fathers.
• Under the Payment of Gratuity Act, receive gratuity at the rate of 15 days of basic pay for every completed year of service, provided you've been employed by the company for a minimum of 5 years. Gratuity is payable at retirement or resignation based on your last drawn basic pay.
• Bonuses for referring successful hires after three months of continuous employment.