About Nintex: 

At Nintex, we are transforming the way people work, everywhere.  

Nintex is the global standard for process intelligence and automation. Today more than 10,000 public and private sector organizations across 90 countries turn to the Nintex Process Platform to accelerate progress on their digital transformation journeys by quickly and easily managing, automating and optimizing business processes. We improve their lives though the technology we build. 

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced and we value our people’s curiosity, ideas and enthusiasm. We deliver on our commitments, we don't wait to implement ideas or fix issues, and we treat each other with respect and consideration. 

About the role: 

As a Technical Support Engineer, you will be working directly with customers via a number of channels. We often times interact with customers via email and web conferencing. We also engage with customers directly in the Community and the case management system.  With this comes a requirement to be a strong communicator with a positive attitude, and the ability to encourage the use of solutions to implement successfully. The Technical Support Engineer is a critical role as they ensure users continue to progress with their implementations, address issues preventing adoption and drive product defects to resolution. 

Your contribution will be:  

• Primary point of contact during regional business hours to troubleshoot technical issues for a portfolio of customers who purchase a Premium Support entitlement, responding within defined service level agreements.
• Engage directly with customers to assess and reproduce submitted issues. Provide solutions and/or workarounds to customers in a clear, friendly manner.
• Consult with customers on best practices of how to accomplish basic tasks with core functionality.
• Provide proactive communications to assigned customers about upcoming product and patch releases, known product defects that the customer may run into, potential work around solutions, and trending reports that are generated from the case tracking system.
• Act as an advocate for the customer to Engineering and Product Management to assist in the prioritization of product defects and requested product enhancements.
• Engage in continuous learning on the product, especially around upcoming product features and functionality. 
• Participate in regular customer facing cadence calls as an extension of the sales and customer success team servicing the customer to discuss upcoming product release dates, technical support trends, and current projects.
• Engage with customer problems and questions that are posted in the Community.
• Participate in daily support “swarming” call where team members collaborate on open issues and suggest troubleshooting steps for complex customer issues.

To be successful, we think you need:  

• BS in Computer Science, related technical fields, or equivalent practical experience.
• Functional understanding of JavaScript, HTML, CSS, relational databases. Coding expertise is NOT a requirement.
• 3-5 years of experience providing technical support to enterprise level customers using a critical software solution.
• Administration experience with Salesforce.com and/or another Customer Relationship Management (CRM) platform.
• Ability to respond with a high sense of urgency and manage time effectively in a fast-paced, dynamic environment.
• Demonstrated ability to act as client advocate and see problems through to successful resolution, providing timely communication to client during the process.

What’s in it for you? 

Nintex employees have the freedom to work how they work best. We are virtual-first across our global workforce. Our people work in the way that best suits them and their teams - whether at home, in an office, or another place that sparks creativity, focus and collaboration. Our work environment is such that our people can successfully deliver their work while adequately supporting their lifestyle and preferences.  

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including 

• Global Gratitude and Recharge Days
• Mindfulness and counseling resources
• Invention/patenting assistance
• Meaningful recognition
• Community impact opportunities
• Multiple tools through which to learn and grow, and an incredible global community 

View more here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.  

Nintex participates in E-Verify for work authorization.  We are an Equal Employment Opportunity Organization. 

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