Customer Support Engineer II

• 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 will be an 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
• 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
• 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
• Anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues
• Be accountable for managing cases for key enterprise customers
• 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, participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues
• Approve knowledge articles created by the regional team and create detailed scenario-based documentation
• 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
• Take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department
• Take equal ownership of periodic out of hours on call availability

• Bachelor’s in business, computer science or related field
• Experience with K2 is highly desirable
• At least 3 years in a customer support role that involved technical troubleshooting, ideally a third party enterprise application (NB: not helpdesk!)
• Experience and knowledge of Microsoft server environments (Windows admin, virtualisation, AD/AAD/Entra, network, load balancing, etc)
• Experience and knowledge of SQL databases and administration
• Experience administering and troubleshooting Sharepoint, either on-premise or online
• Experience using or supporting a workflow product, especially in an on-premise environment e.g. Power Automate, IBM BAW, Oracle BPM
• Experience with authentication technologies e.g. Web services, OAuth, SCIM, etc
• Any form of application development experience is a bonus

Any form of application development experience is a bonus

• 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