Technical Product Support Specialist

Nuix; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Nuix is looking for a SaaS Product Support Specialist to join their London office. The role involves providing technical assistance to customers using Nuix software, collaborating with development teams, and resolving technical issues. You will support customers via email, phone, and chat during the hours of 10am-6pm.

The ideal candidate has a Bachelor's degree in a relevant field and 1-3+ years of experience in technical support, alongside strong problem-solving and communication skills. Flexibility in work arrangements is supported.

Qualifications

• 1-3+ years of experience in a technical support role for a SaaS product.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.

Responsibilities

• Provide technical support to customers via email, phone, and chat during the hours of 10am-6pm.
• Investigate and resolve technical issues related to Nuix products.
• Collaborate with product engineering teams to troubleshoot complex technical issues.
• Document technical issues and resolutions to improve support efficiency.

Skills

Technical support

Problem-solving skills

Customer service skills

Knowledge of HTML, CSS, JavaScript

Education

Bachelor's degree in computer science, engineering, or related field

Tools

ServiceNow

Job description

What You Will Be Doing

As a SaaS Product Support Specialist, you will be responsible for providing technical support to customers who use Nuix software. You will work closely with our product development team to identify and resolve technical issues, as well as communicate with customers to ensure they have a positive experience using our product.

Location

This position will be based in our London office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the London office for the remaining days of the week. This role is the 10am‑6pm shift to support EMEA tickets.

Key Responsibilities

• Provide technical support to customers via email, phone, and chat during the hours of 10am-6pm
• Investigate and resolve technical issues related to our Nuix products
• Collaborate with the product engineering teams to identify, troubleshoot, and resolve complex technical issues
• Document technical issues and resolutions in a knowledge base to improve efficiency and effectiveness of future support
• Provide technical support for the sales process
• Assist customers with eDiscovery and investigative activities
• Continuously improve product support processes and procedures
• Communicate with customers to gather feedback, understand their needs, and provide product recommendations

Skills, Knowledge And Expertise

• Bachelor's degree in computer science, engineering, or related field
• 1-3+ years of experience in a technical support role for a SaaS product
• Knowledge of web technologies, such as HTML, CSS, and JavaScript
• Excellent problem-solving and analytical skills
• Strong communication and customer service skills

Desired Expertise

• Experience in Software Delivery lifecycle
• Experience working with RESTful APIs and command-line tools
• Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or Google Cloud Platform
• TIL v4 certified and practicing
• Experience in ServiceNow

Nuix is an equal opportunities employer. We welcome all applications and are a flexible employer.