Product Support Specialist
NuixWe're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day. Nuix is, and will be, a pioneer in the Australian Technology space, and we're carrying the torch on what "good" looks like.
This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. Our impact extends outside of our 9-5, and our place in society isn't always defined by corporate metrics. We're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good.
We're selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.
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.
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
1-3+ 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
Desired Expertise:
Experience in Software Delivery lifecycle
Nuix is an equal opportunities employer. Don’t let imposter syndrome hold you back! We welcome all applications and are a flexible employer.
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. If you need any accommodations throughout the interview process, please note this in your job application.
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.
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.
**Nuix is an Equal Opportunity Employer**
Love the role, but not the right fit for you? Know someone that might be awesome for this role?
We're always looking for talented people who want to make a real impact. If you refer someone and we successfully hire them, you'll receive a $1,000 gift card.
Send referrals to recruitment@nuix.com or message us on LinkedIn. T's & C's apply.
To all recruitment agencies: Nuix does not accept agency CV's unless we have an existing agreement. Please do not forward CV's to us, or our Nuix employees directly. Nuix is not responsible for any fees related to unsolicited resumes, or where there is not an agreement in place.