Job Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

We are looking for a highly motivated and customer-focused individual to join our new team as an L1/L2 Product Support Engineer. This is a unique opportunity to be a foundational member of our Japanese team, helping to shape our service delivery and support framework from the ground up.

In this role, you will be the first point of contact for our valued Japanese customers and partners, providing technical expertise and guidance on the Nexthink platform. You will be responsible for troubleshooting and resolving a wide range of issues, from initial inquiries to more complex technical challenges. As an L1/L2 engineer, you will play a critical role in ensuring our customers have a seamless and positive experience with our solutions, directly contributing to our success and growth in the Japanese market.

Jod Tasks:

• Level 1 and Level 2 support for customers and partners in Japan.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with the stakeholders.
• Constant tracking of every request from the beginning until its resolution.
• Take part in follow-up meetings with the different teams of the organisation involved in the resolution of a given topic.
• Update, maintain and enhance the knowledge base.

Qualifications

• 3+ years of technical support experience.
• Excellent written and verbal communication skills in Japanese, fluent in English.
• Consolidated experience in troubleshooting Linux server-side applications.
• Good knowledge of Windows OS.
• Good understanding of cloud technologies such as Azure or AWS, Microservices is a plus.
• Consolidated experience in virtualization, systems and network administration.
• Very strong orientation towards customer service.
• Curiosity and strong attention to details.

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:  

• Permanent Contract and a competitive compensation package.  
• Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding.  
• Top-up medical insurance, plus Life & Accident insurance. 
• ️ Flexible Hours and very good vacation plan, plus 3 company-paid volunteer days.  
• Commuting allowance. 
• 16 weeks of fully paid leave for primary caregivers and 6 weeks of fully paid leave for secondary caregivers.  
• Free access to professional training platforms to explore your interests and enhance your skills.  
• Bonuses for referring successful hires after three months of continuous employment.  

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