Customer Support Engineer I

About Nintex:

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

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through 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. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

About the role:

The Customer Support Engineer I is responsible for providing outstanding technical support focused on the overall success of Nintex's customers and partners. They will collect all relevant data required to effectively troubleshoot and understand how the customer is using our products. They will ensure that all Service Level Agreements are met, and that each customer has a positive experience with each contact.

Your contribution will be:

Technical Support and Product Expertise: Using the company CRM, Phone or Chat, interact with external customers and partners to resolve all technical issues with Nintex's products and environments where Nintex products are deployed.  The role is required to use company and third-party training sites to grow knowledge and stay at the forefront of software technology stacks used by Nintex and its customers and become a subject matter expert.

Customer Engagement and Ambassadorship: The customers must be the central focal point in all interactions, and the role will act as the voice of the customer in all interactions ensuring all defined SLA's are adhered to ensure their continued success. In this role you must "know your customer", be able to identify the customer's technical ability, and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. The role will anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.

Replications and Knowledge Base: Use company virtual machines and tools to replicate complex customer scenarios, confirm whether behaviour is unique to Nintex and document all results into defined Nintex department.  On completion of all cases, the role will participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.

Team success: Customer success starts with great teammate success. The role will take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department. The role must take equal ownership of periodic out of hours on call availability.

To be successful, we think you need:

The Nintex product suite can be deployed across a range of environments and the experience required from the list below will be dependent on the product you support

• Microsoft certification in cloud technologies

• Experience in administration of Microsoft SharePoint

• Demonstrable experience in (HTML, CSS, REST, JAVA, .NET)

• Knowledge of Microsoft web server and development products (i.e. Visual Studio, IIS and IIS plugins)

• Experience in planning or setting up infrastructure – Active Directory, load balancing and packet capture analysis

• Experience with salesforce as a user, power user or administrator

• Prior experience supporting applications that integrate with Salesforce

• SQL developer experience – understand stored procedure, database design

• Experience with network diagnostics and troubleshooting

What's in it for you?

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.

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
• Flexible, paid time off policy
• Employee wellness programs and counselling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community