Product Support Engineer

As a Product Support Engineer, you will handle support level 1 and level 2 requests related to the Nexthink solution and its different components. You will be based in our branch office in Boston, which has a hybrid model (you will go to the office three days per week).The candidate must have previous experience in technical support, be willing to work in a team while also being autonomous, be ready to learn, and be open to feedback from peers and superiors. She/he should feel a strong sense of ownership of the domain she/he is responsible for.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.Key Responsibilities: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.