Customer Support Engineer II

Customer Support Engineer I

About

Nintex is a global leader in process intelligence and automation, transforming the way people work across 10,000+ organizations in 90 countries. They empower customers to accelerate digital transformation through process management, automation, and optimization. Nintex fosters a collaborative, fast-paced, and innovative workplace.

Responsibilities

• Provide outstanding technical support to customers and partners, ensuring their success with Nintex products.
• Collect relevant data to troubleshoot and understand customer product usage.
• Ensure all Service Level Agreements (SLAs) are met and deliver a positive customer experience.
• Interact with external customers and partners via CRM, Phone, or Chat to resolve technical issues with Nintex products.
• Utilize company and third-party training to grow knowledge and stay current with software technology stacks.
• Act as the voice of the customer, ensuring SLAs are adhered to and anticipating follow-up questions.
• Use company virtual machines and tools to replicate complex customer scenarios and document results.
• Participate in knowledge base creation for internal and external use.
• Share ideas and knowledge in team meetings to enhance the effectiveness of the global support department.
• Take ownership of periodic out-of-hours on-call availability.

Requirements

• Microsoft certification in cloud technologies.
• Experience in administration of Microsoft SharePoint.
• Demonstrable experience in (HTML, CSS, REST, JAVA, .NET).
• Knowledge of Microsoft web server and development products (e.g., Visual Studio, IIS and IIS plugins).
• Experience in planning or setting up infrastructure (Active Directory, load balancing, packet capture analysis).
• Experience with Salesforce as a user, power user, or administrator.
• Prior experience supporting applications that integrate with Salesforce.
• SQL developer experience (understanding stored procedures, database design).
• Experience with network diagnostics and troubleshooting.