N-iX is looking for an L1 Support Engineer to join the team.
Tier 1 Product Support team – a group of skilled and collaborative individuals dedicated to providing excellent 24/7 support services.
As a L1 Support Engineer, you'll play a vital role in ensuring our platform runs smoothly. Your main job is to promptly address technical issues and handle user requests, contributing to user satisfaction and the success of our products.
Responsibilities
- Address customer inquiries, questions, or assistance requests, to guide clients in properly using the product based on their needs.
- Troubleshoot and resolve reported technical issues using knowledge, best practices, tools, and common sense and making sure the initial response and resolution times meet customer-facing SLAs.
- Comprehend reported issues, particularly from a technical standpoint, and replicate the corresponding scenario in a sandbox environment.
- Keep clients informed about the progress of issue resolution, track matters forwarded to other departments, and ensure timely resolution, emphasizing client satisfaction and product quality.
- Work closely with cross-functional departments such as Tier 2 Product Support, Data Science, Product Management, and Customer Success teams for coordinated issue resolution.
- Properly track all communications and troubleshooting steps using the case management platform.
- Achieve key performance indicators (KPIs) set at both individual and team levels.
- Can work in the N-iX office at least once a week.
Requirements
- 2+ years of experience in a technical support role (or equivalent) in a BPO setting.
- Strong technical background with expertise in troubleshooting, diagnosing, and resolving application/SaaS issues.
- Critical thinking mindset, with the ability to analyze complex problems and develop practical solutions.
- Knowledge/familiarity with Cyber Security fundamentals is an advantage.
- Familiarity with MacOS is a plus.
- Experience with Zendesk, JIRA, or Confluence software is a plus.
- Bachelor's/College degree in Information Technology - nice to have.
- Excellent verbal and written communication skills in English (Upper intermediate+).
- Ukrainian language Advanced or higher.
We offer:
- Flexible working format - remote, office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
Top Skills
What We Do
N-iX is a global software solutions and engineering services company that helps world’s leading organizations turn challenges into lasting business value, operational efficiency, and revenue growth using advanced technology. Whether you need to build a custom solution, modernize your digital product or acquire extra tech expertise - we have the experience and capabilities to ensure your success.
With over 2,000 professionals in 25 countries across Europe and the Americas, N-iX offers expert solutions in cloud, data analytics, embedded software, IoT, AI, machine learning, and other tech domains. Being in business for over two decades, we have worked with dozens of industry-leading enterprises and Fortune 500 companies creating value across a wide variety of sectors, including finance, manufacturing, supply chain, retail, e-commerce, healthcare, and more. Our unique combination of business domain expertise and technical know-how enables us to effectively collaborate with ISVs, tech companies, and enterprises of all sizes. Thanks to the strong tech ecosystem and partnerships with AWS, GCP, Microsoft, SAP, OpenText, Snowflake, and others, we bring extra speed, scale and efficiency to more than 160 organizations across the globe. N-iX is recognized by numerous industry awards, such as CRN Solution Provider 500, Global Outsourcing 100 by IAOP, ISG Provider Lens™, Modern Application Development services providers by Forrester, etc
