Head of Product Support

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.

At Nuix, we hire the best people from around the world and empower them to do what they do best. We pride ourselves on our ongoing innovation, dedicated customer service and cutting-edge solutions that make a real difference to our customers and the world in which we live.

We collaborate to provide innovative solutions for more than 1,800 customers in over 72 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.

Reporting to the Head of Platforms, the Head of Product Support will be responsible for leading and managing the product support practice at Nuix. They will ensure the success of the product support team by providing technical guidance and training to team members and other stakeholders, as well as acting as an escalation point for customer enquiries. They will collaborate with cross-functional teams to identify and resolve complex technical issues, and continuously improve product support processes and procedures to enhance customer satisfaction. The Head of Product Support will also be part of the extended technology leadership team and be responsible for championing all customer support requirements within Nuix.

***Key Responsibilities**:

- Manage and lead a team of product support specialists (global team), including personal development, professional growth and identifying career pathways of team members
- Ensure timely and effective resolution of customer issues related to our Nuix products in line with our documented SLA's; act as an escalation point.
- Collaborate with cross-functional teams to identify, troubleshoot, and resolve complex technical issues.
- Develop and maintain a knowledge base to improve efficiency and effectiveness of future support.
- Provide technical guidance and training to team members and other stakeholders.
- Continuously improve support processes and procedures to enhance customer satisfaction.
- Gather customer feedback, understand their needs, and provide product recommendations.
- Hosting of monthly support management forum
- Provide regular updates and reports to management on product support metrics and KPIs.
- Ensuring ServiceNow and related systems are maintained and continuously improved.
- Taking a leadership role within Nuix's technology extended leadership team.
- Ensure that the product support function is aligned with the overall company strategy.

**Qualifications & Experience**:

- Tertiary qualification in Computer Science or related field, or relevant experience.
- 8+ years of experience in technical support or a related field, with a focus on software products.
- Strong technical knowledge of software development and support processes
- Experience leading a product support practice.
- Experience in ServiceNow
- Excellent communication skills, both verbal and written, including executive briefings
- Customer-focused mindset and a passion for delivering exceptional customer service.

**_Desirable:_**
- Experience working in an Agile development environment.

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 vision, mission and values.

**Nuix Vision**

Be a force for good by 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**

**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

**Nuix is an Equal Opportunity Employer.