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 across the globe
We provide innovative solutions across eDiscovery, information governance, forensic and electronic investigations for more than 2,000 customers in over 75 countries. Our customers include top financial institutions, corporations and government departments, all tier-one advisory firms; and litigation support vendors.
What you will be doing:
As a SaaS 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:
Location:
This position will be based in our London office. The candidate is required to attend the office a minimum of 2-3 days per week but may voluntarily elect to work either remotely or from the London office for the remaining days of the week.
Key Responsibilities
- Provide technical support to customers via email, phone, and chat
- Investigate and resolve technical issues related to our Nuix products
- Collaborate with the product engineering teams to identify, troubleshoot, and resolve complex technical issues
- 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
- Bachelor's degree in computer science, engineering, or related field
- 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
- TIL v4 certified and practicing.
- Experience in ServiceNow
Desirable:
- Experience in Software Delivery lifecycle
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Please reach out to . if you need any accommodations throughout the interview process.
Nuix is an equal opportunities employer. Don’t let imposter syndrome hold you back! We welcome all applications and are a flexible employer.
ABOUT US:
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
· TAKE OWNERSHIPAND FOLLOW UP
· RESILIENTWE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW
· UNAFRAIDTO DO THE RIGHT THING, QUICKLY
· TEAM NUIXFIRST AND FOREMOST
· HERO OUR CUSTOMERSAND 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.
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 threats.
Powered by AI.
Our solutions are powered by our patented data processing engine and enhanced with AI such as Natural Language Processing. Our AI capabilities super-charge our software to identify patterns and correlations that no human could find, so that our customers get to the most relevant or risky data faster, saving on time, cost, reputation damage and even lives.
