Product Support Specialist

Product Support Specialist APPLY NOW We'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 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. 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. 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 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 [email protected] 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. Department Product Locations London (UK) Remote status Hybrid About Nuix See the bigger picture, faster. We are a leading provider of investigative analytics and intelligence software, that empowers our customers to be a force for good by finding truth in the digital world. We help customers collect, process and review massive amounts of structured and unstructured data, making it searchable and actionable at scale and speed, and with forensic accuracy. Our users rely on Nuix software to assist with challenges as diverse as criminal investigations, data privacy, eDiscovery, regulatory compliance and insider threats. Powered by AI. Our solutions are powered by our patented data processing engine and enhanced with AI such as Natural Language Processing. Our AI capabilities super-charge our software to identify patterns and correlations that no human could find, so that our customers get to the most relevant or risky data faster, saving on time, cost, reputation damage and even lives. Founded in 2000 Co-workers 500