Technical Support Expert

As a Technical Support Expert you will be handling the support level 3 requests around the Nexthink solution and its different components. You will be based in our branch office in Boston having a hybrid model (2 days per week going to the office) and you will report to the North America Support Manager.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:​​​​​Perform Level 3 support for product-related tickets.Validate processes during transitions between support levels (Level 2 through Level 4).Ensure timely resolution of support tickets.Reproduce problems, perform troubleshooting, log analysis, and share actionable insights.Participate in and coordinate escalations, organizing meetings with stakeholders to expedite solutions/hotfixes.Engage Site Reliability Engineering (SRE) and other Engineering teams for service recovery when needed.Create and manage Jira tickets with continuous follow-up with different engineering teams.Contribute to, update, maintain, and enhance the knowledge base.Actively participate in communication channels to share knowledge among team members.Continually assess customer deployments to ensure optimum performance and availability.Build and maintain strong relationships with partners and their customers.Advocate for customers to ensure their issues are addressed promptly.#LI-Hybrid