Hybrid Senior Technical Premium Support Engineer SaaS Cloud
Nexthink
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Benefits offered by this job
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
Tools
Job description
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.
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