Technical Product Support Specialist

What You Will Be Doing

As a SaaS Product Support Specialist, you will be responsible for providing technical support to customers who use Nuix software. 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.

Location

This position will be based in our London 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 London office for the remaining days of the week. This role is the 10am‑6pm shift to support EMEA tickets.

Key Responsibilities

• Provide technical support to customers via email, phone, and chat during the hours of 10am-6pm
• 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
• 1-3+ years of experience in a technical support role for a SaaS product
• Knowledge of web technologies, such as HTML, CSS, and JavaScript
• Excellent problem-solving and analytical skills
• Strong communication and customer service skills

Desired Expertise

• Experience in Software Delivery lifecycle
• Experience working with RESTful APIs and command-line tools
• Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or Google Cloud Platform
• TIL v4 certified and practicing
• Experience in ServiceNow

Nuix is an equal opportunities employer. We welcome all applications and are a flexible employer.

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