Product Support Professional

2 weeks ago


London, Greater London, United Kingdom Nuix Full time

We are seeking a skilled Product Support Specialist to join our team at Nuix. In this role, you will provide technical support to our customers who use our software solutions.

As a Product Support Specialist, you will work closely with our product development team to identify and resolve technical issues. You will also communicate with customers to ensure they have a positive experience using our product.

The key responsibilities of this role include:

  • Providing technical support to customers via email, phone, and chat
  • Investigating and resolving technical issues related to our Nuix products
  • Collaborating with the product engineering teams to identify, troubleshoot, and resolve complex technical issues
  • Documenting technical issues and resolutions in a knowledge base to improve efficiency and effectiveness of future support
  • Providing technical support for the sales process
  • Assisting customers with eDiscovery and investigative activities
  • Continuously improving product support processes and procedures
  • Communicating with customers to gather feedback, understand their needs, and provide product recommendations

To be successful in this role, you will need:

  • A Bachelor's degree in computer science, engineering, or a related field
  • 2+ 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

Nuix is an equal opportunities employer, and we welcome all applications.



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