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 DescriptionWe are looking for a skilled Technical 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
- 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
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.
Skills Required
- Minimum 5 years of experience in technical customer support
- Strong customer service orientation
- Proven problem-solving and complex technical troubleshooting skills
- Excellent English communication skills
- Curiosity and willingness to continuously learn in a fast-paced environment
- Autonomous mindset with time-management and organizational skills
- Knowledge of Windows and Mac operating systems
- Basic knowledge of Linux
- Understanding of SQL
- Technical troubleshooting knowledge of SaaS-based applications
- Understanding of cloud technologies such as Azure or AWS
- Understanding of microservices and Kubernetes
- Knowledge of monitoring and observability systems such as New Relic, PagerDuty, or Datadog
What the Team is Saying
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Nexthink Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is described as comprehensive, with U.S. roles indicating 100% company-covered medical, dental, and vision alongside life and disability coverage; some regions also note mental health programs. This breadth positions core coverage as a standout element of the package.
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Leave & Time Off Breadth — Time off is presented as flexible, featuring unlimited PTO and paid volunteer days, with additional local holidays and sick leave depending on location. Some materials also encourage extended, disconnected time away, though specifics can vary by region.
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Parental & Family Support — Parental leave is highlighted as up to 16 weeks fully paid for primary caregivers and six weeks for secondary caregivers, with family-support elements referenced in some regions. Company disclosures note that local legal requirements can affect the exact duration and structure.
Nexthink Insights
What We Do
Nexthink is the global leader in digital employee experience management. Our platform empowers IT teams with real-time visibility, analytics, and automation to proactively detect and resolve issues across any application, device, or network—before they affect employees. By shifting IT from reactive problem-solving to continuous optimization, Nexthink enables more than 1,300 organizations to create productive, seamless, and satisfying digital workplaces for over 18 million employees worldwide.
Why Work With Us
With over 1200 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.
Gallery
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Nexthink Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We all have different preferences & arrangements allowing us to do the best work possible. Each team needs to have an open conversation to determine.
