Product Support Engineer

Summary

Join Nexthink as a Product Support Engineer and handle level 1 and 2 support requests for the Nexthink solution. Based in Boston (hybrid) or remote (Mountain/West regions), you will provide technical consultation, troubleshoot issues, and manage technical configurations. You will collaborate with internal teams, maintain the knowledge base, and ensure compliance with support SLAs. This role requires a minimum of 3 years of experience in technical support, strong customer service skills, and expertise in Linux and Windows operating systems. Nexthink offers a comprehensive benefits package including health insurance, paid time off, flexible hours, a hybrid work model, and professional development opportunities.

Requirements

• Minimum 3 years of experience in technical support roles
• Strong customer service orientation and attention to detail
• Proven experience in troubleshooting Linux server-side applications
• Solid understanding of Windows operating systems
• Background in virtualization, systems, and network administration
• Excellent verbal and written communication skills in English
• Team player with an autonomous mindset and openness to feedback
• Eagerness to learn and grow in a dynamic environment
• Ability to work in Federal government environments, including successfully passing a security clearance prior to joining Nexthink

Responsibilities

• Manage and conduct technical consultation and guidance to customers, encompassing resolution steps for any product-related issues
• Independently assist customers in initiating investigations and provide recommendations on technical configurations, which may not always be documented or scripted
• Gather requirements and manage technical configurations in production environments. Utilize technical solution skills, including proficiency in AWS, Linux, and Nexthink products
• Engage in direct troubleshooting, involving phone communication and remote sessions with stakeholders
• Handle Level 1 and Level 2 support requests for the Nexthink solution and its components globally
• Conduct end-to-end investigations, including issue replication, often requiring unscripted technical expertise
• Apply in-depth Nexthink technical knowledge to support tasks
• Provide comprehensive expertise, ensuring all necessary details are communicated effectively
• Continuously monitor and track support requests from inception to resolution
• Project manage follow-up meetings with various organizational teams involved in issue resolution
• Collaborate and coordinate with internal teams to address complex customer escalations
• Update, maintain, and improve the knowledge base, identifying and addressing gaps in technical documentation and creating new content as needed
• Ensure the effective handover of issues to other time zones to be compliant with Product support SLAs
• Provide Level 1 and Level 2 technical support for the Nexthink solution and its components
• Troubleshoot issues directly with customers and partners via phone and remote sessions
• Ensure end-to-end tracking of support requests from initiation to resolution
• Collaborate with internal teams through follow-up meetings to drive issue resolution
• Maintain and enhance the internal knowledge base with updated troubleshooting steps and solutions
• Demonstrate ownership and accountability for the support domain
• Support deployments in Federal government environments, ensuring compliance with security and operational standards

Preferred Qualifications

Experience with cloud technologies such as Azure or AWS and microservices is a plus

Benefits

• 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage
• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration
• Free access to professional training platforms to explore your interests and enhance your skills
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings
• Bonuses for referring successful hires after three months of continuous employment