Senior Product Support Specialist - #2108150

Department: Product

Location: Frankfurt (Germany)

Description

Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence across the globe

We provide innovative solutions across eDiscovery, information governance, forensic and electronic investigations for more than 2,000 customers in over 75 countries. Our customers include top financial institutions, corporations and government departments, all tier-one advisory firms; and litigation support vendors.

What you will be doing:
As a SaaS Senior Product Support Specialist, you will be responsible for providing technical support to customers who use Nuix software as part of the product team. You will work closely with our product development team to identify and resolve technical issues, as well as communicate with customers to ensure they have a positive experience using our product. The role is also responsible for:

Location:
This position will be based in our Frankfurt office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the Frankfurt office for the remaining days of the week.

Key Responsibilities

• Provide technical support to customers via email, phone, and chat


• Investigate and resolve technical issues related to our Nuix products


• Collaborate with the product engineering teams to identify, troubleshoot, and resolve complex technical issues


• Document technical issues and resolutions in a knowledge base to improve efficiency and effectiveness of future support


• Provide technical support for the sales process


• Assist customers with eDiscovery and investigative activities


• Continuously improve product support processes and procedures


• Communicate with customers to gather feedback, understand their needs, and provide product recommendations

Skills, Knowledge and Expertise

• Bachelor's degree in computer science, engineering, or related field


• Fluency in German and English languages is required.


• 5+ years of experience in a technical support role for a SaaS product


• Strong knowledge of web technologies, such as HTML, CSS, and JavaScript


• Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or Google Cloud Platform


• Experience working with RESTful APIs and command-line tools


• Excellent problem-solving and analytical skills


• Strong communication and customer service skills


• TIL v4 certified and practicing


• Experience in ServiceNow

Desirable:

• Experience in Software Delivery lifecycle
  
  
  

We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Please reach out to [email protected]. if you need any accommodations throughout the interview process.

Nuix is an equal opportunities employer. Don't let imposter syndrome hold you back! We welcome all applications and are a flexible employer.


ABOUT US:
Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

https://www.nuix.com/
As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

Nuix Vision
Finding Truth in a Digital World.

Nuix Mission Statement
Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values
· TAKE OWNERSHIP
· RESILIENT
· UNAFRAID
· TEAM NUIX
· HERO OUR CUSTOMERS

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.