Customer Support Engineer II

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 II 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.
•  Internal escalation point before a case is moved to development including the ability to identify the customer impact, the customer base impact, and how to prioritize.
• Perform complex troubleshooting for the product the role supports including, but not limited to; advanced SharePoint configuration, Network Load Balancing, Managed Services Configuration, SQL database layout, code review / scripting, and solution advice and queries.
• Use company and third-party training sites to grow your own 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 you 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.
• You will anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.
• Accountable for managing cases for key enterprise customers.  

Replications And Knowledge Base:

• Use company virtual machines and tools to replicate complex customer scenarios, confirm whether behavior 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.
• You will approve knowledge articles created by the regional team and create detailed scenario-based documentation.
• You will form a highly technical specialty: examples including Development skills in JavaScript, .NET, SQL Server knowledge or something that will help bridge the gap between Support and Development  

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. You will take equal ownership of periodic out of hours on call availability.  

To be successful, we think you need:  

• Bachelor’s in business, computer science or related field  
• 5+ years’ experience in a customer support role providing technical support in a SaaS organization  

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 counseling 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 

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

Target Compensation Range (US ONLY): $50,000 - $84,000 USD annually. On target compensation refers to the base salary and applicable variable target for this role. The range is an estimate, base pay will ultimately be decided at the offer stage, based on an individual candidate's skills and experience aligned with the needs of the role. Base pay may vary based on several factors including geographic location, role specific qualifications, and seniority. Nintex also offers a competitive benefits package including paid time off, twelve paid holidays, 401(k) with employer match, and more. 

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