Customer Support Engineer I

Customer Support Engineer I

Nintex Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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 customer must be the central focal point in all interactions, and the role will act as the voice of the customer, ensuring all defined SLAs are adhered to.
• 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 inbound case volume and repeat 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.

Qualifications

Benefits

Nintex offers a hybrid working model, enabling us to build culture, learn, and grow together. This role is a hybrid role in our local Nintex office.

Additional Information

Seniority level : Mid–Senior level

Employment type : Full‑time

Job function : Information Technology

Industries : Software Development

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