Product Technical Support Engineer (Advance level)

Company DescriptionNexthink 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 applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.Job DescriptionAs aProduct Support Engineer/Technician you will be handling the support level 1 and level 2requests around the Nexthink solution and its different components. You will be based in our branch office in Madrid having a hybrid model (3 days per week going to the office)and you will report to the Service Delivery Manager - EMEA.The candidate must have a previous experience in technical support and should be willing to work in team, while also being autonomous, be ready to learn and open to feedbacks coming from his peers and superiors. She/he should be feeling a high sense of ownership of the domain she/he is responsible for.Job DutiesLevel 1 and Level 2 support for customers and partners all around the worldDirect handling of the troubleshooting phase including phone communication and remote sessions with the stakeholdersConstant tracking of every request from the beginning until its resolutionTake part in follow-up meetings with the different teams of the organization involved in the resolution of a given topicUpdate, maintain and enhance the knowledge baseQualificationsAt least four years of technical support experienceExcellent written and verbal communication skills in EnglishConsolidated experience in troubleshooting Linux server-side applicationsGood knowledge of Windows OSGoodunderstanding of cloud technologies such as Azure or AWS, Microservices is a plusConsolidated experience in virtualization, systems and network administrationVery strong orientation towards customer serviceCuriosity and strong attention to detailsAdditional InformationWe 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. 📍 Amazing centrally located offices near the Bernabeu Stadium. 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EURwill 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 compensation plan for childcare & public transportation. 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes. 🍉 Fresh fruit, cookies,soft drinks and protein shakes at the offie. 🍕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.