Technical Support Specialist - Key Accounts (L2 & L3)

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 1,200 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 Key Account Technical Specialist to join the Nexthink customer support team and contribute to improving the Digital Employee Experience of our customers.

The Key Account Specialist will be handling the technical support requests around the Nexthink Products, working closely with other Support, Engineering and Product teams, and will be based in our branch office in Madrid in a hybrid model (2 days per week from the office).

Job Responsibilities:

• Perform Level 2 and Level 3 support for the product related tickets raised by the MSP partners.
• Provide validation of the process when transitioning between levels - Level 2 through Level 4.
• Ensure timely resolution of the support tickets.
• Reproduce the problems, perform troubleshooting, log analysis, and share actionable insights.
• Participate/coordinate escalations and organize meetings with the stakeholders 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.
• Actively participate in the communication channels to share knowledge among all team members.
• Continually assess the customer deployment to ensure optimum performance and availability.
• Build and maintain strong relationships with our Partners and their 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.
• Good understanding of SQL is preferred.
• SaaS based applications technical and troubleshooting knowledge is preferred.
• Good understanding of cloud technologies such as Azure or AWS (Amazon Web Services), Microservices, Kubernetes is a plus.
• Knowledge of monitoring/observability systems (e.g. 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.

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 (Stock Options also included). 

• 📍 Amazing centrally located offices near the Bernabeu Stadium. 

• 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us. 

• 🏡 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 23 days of holidays we offer) plus 3 company-paid volunteer days. 

• 🤸 Up to 25 EUR per month for a gym subscription. 

• 🛴 Flexible retribution plan for kindergarten & transport tickets.

• 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes. 

• 🍉 Fresh fruit, cookies, and occasionally some soft drinks as well.

• 🍕 Regular company and team events like Pizza talks, Team Building activities, Christmas parties, 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.