Technical Support Engineer

Nuix

  • Full Time

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.

At Nuix, we hire the best people from around the world and empower them to do what they do best. We pride ourselves on our ongoing innovation, dedicated customer service and cutting-edge solutions that make a real difference to our customers and the world in which we live.

We collaborate to provide innovative solutions for more than 1,800 customers in over 72 countries. Our customers include many of the world’s top financial institutions, corporations and government departments, all major global regulatory agencies, leading security and law enforcement agencies, and all tier-one advisory firms and litigation support vendors. 

Key Responsibilities

  • 3 years + of Technical Support experience in Software, Hardware, Admin or Cloud environments.
  • Provide high quality technical support to customers ensuring that all clients’ technical outcomes are being met.
  • Triage issues and if escalation is required, ensure that all relevant information has been collected and sifted to provide rapid resolution.
  • Aid in the sales process that is of a technical nature– whether in regard to demonstrating functionality to the client and helping to apply functionality to improve target’s existing workflows.
  • Collaborate with our internal teams to assist to assist our customers with using Nuix Software in their workflows.
  • Assist and advise customers with Nuix-related issues encountered while running eDiscovery and investigative activities.
  • Assist with improving our customer facing and internal documentation and knowledgebase.
  • Provide periodic weekend coverage based on defined rotation schedule.
  • Be an advocate for our customers to Nuix and an advocate for Nuix to our customers.
  • Work with sale and Account Management team to hand off issues that are out of Support’s Scope.

Key Requirements

  • Highly developed relationship and human interaction skills, must be a team player.
  • Ability to see bigger picture when troubleshooting issues reported by clients and partners.
  • Advanced diagnostic abilities to quickly identify and define customer issues.
  • Ability to manage priorities and work flexibly to maximize outcomes in a small team.
  • Ability to work across multiple cultures and time zones.
  • An individual with self-starter mentality and well-defined work ethic.
  • An individual comfortable with picking up different technologies and adapting to dynamic changes.
  • Demonstrated problem solving ability and attention to detail to deliver high quality output.
  • Proven success acting as a positive company ambassador.
  • Excited & passionate about our Nuix story/mission/values.
  • Solid technical understanding of Windows and Linux OS’s as well as networking experience.
  • Knowledge troubleshooting Java and Windows based applications.
  • Experience with Elasticsearch also desirable.
  • Understanding of legal review and forensic collection technologies currently available.
  • Understanding of major email and archiving platforms
  • Understanding of Web application, TCP/IP networking, domain name system
  • A passion for technology.
  • Excellent written and verbal communication skills.
  • Proficient at working both individually as well as in a team.
  • Previous experience using the Nuix platform or experience with AWS, Azure or Google clouds.
  • Interacting with development and QA as required for bug submission and feature requests.

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

Customers – Focus, Deliver, Delight

Innovation – Unleash Collective Genius

Teamwork – Stronger together

People – Respect, Encourage, Reward

Integrity – Authentic and Accountable

Passion – Committed to the Mission

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.

** Nuix is an Equal Opportunity Employer

    • Analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
    • Provide on-call and ongoing troubleshooting, technical, and hardware advice and suggestions.
    • Support remote and local upgrades, installations, and maintenance.

 

Job Overview