Product Support Specialist

7 months ago

Sydney, Australia Nuix Full time

Description
Nuix creates innovative software that empowers organisations 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.

We collaborate to provide innovative solutions for more than 2,000 customers in over 75 countries. Our customers include many of the world’s top financial institutions, corporations and government departments, all major global regulatory agencies, leading security and law enforcement agencies, and all tier-one advisory firms and litigation support vendors.
We offer a truly unique place to work, with passionate people who believe in our vision and mission, and exciting opportunities for those who seek them. Are you ready to be part of a global team that is changing how eDiscovery, information governance, forensic and electronic investigations are being conducted around the world?
Key Responsibilities
As a 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. The role is also responsible for collaborating with internal stakeholders across Technology, Product and Sales to ensure we consistently deliver customer-focused outcomes and resolutions.

**Responsibilities**:
Provide technical support to customers via ticketing system, phone, and chat

Investigate and resolve technical issues related to our Nuix products

Collaborate with cross-functional teams, including engineering, product management, and sales, to identify and resolve customer issues

Take ownership of support tickets from initial triage, through to resolution

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

Tertiary qualification in Computer Science or related field, or relevant experience

2+ 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

ITIL v4 certified and practicing.

**Desirable**:
Experience in ServiceNow

Experience in Software Delivery lifecycle

Experience in Elasticsearch
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

TAKEOWNERSHIP_ AND FOLLOW UP

RESILIENT_ WE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW

UNAFRAID_ TO DO THE RIGHT THING, QUICKLY

TEAM NUIX_ FIRST AND FOREMOST

HERO OUR CUSTOMERS_ AND INNOVATE FOR THEM
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**

**Benefits**:
2 x Wellbeing Leave Days

ZenDay Wellness Hour - an hour in your calendar to prioritise your wellbeing

Massage Therapy Sessions - 15 minute professional massages in each office

Feel Good FriYAY - disconnect a little early at 3pm on Fridays

2 x days per day for volunteering

Financial Education Sessions

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 threat

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