Full-Time Product Support Engineer

• Manage and conduct technical consultation and guidance to customers.
• Assist customers in initiating investigations and provide recommendations on technical configurations.
• Gather requirements and manage technical configurations in production environments.
• Engage in direct troubleshooting, involving phone communication and remote sessions with stakeholders.
• Conduct end-to-end investigations, including issue replication.
• Apply in-depth Nexthink technical knowledge to support tasks.
• 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.
• Ensure the effective handover of issues to other time zones.
• Support deployments in Federal government environments.

• 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.
• Experience with cloud technologies such as Azure or AWS and microservices.
• Background in virtualization, systems, and network administration.
• Excellent verbal and written communication skills in English.
• Ability to work in Federal government environments, including successfully passing a security clearance prior to joining Nexthink.

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