Product Support Manager
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Product Support Manager
Department: Technology
Employment Type: Permanent - Full Time
Location: London (UK)
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:
The Product Support Manager will lead a team of product support specialists who provide technical support to customers using Nuix software. They will work closely with cross-functional teams, including engineering, product management, and sales, to identify and resolve customer issues, as well as continuously improve product support processes and procedures to enhance customer satisfaction. They will also be responsible for ensuring the success of the product support team, as well as acting as an escalation point for customer enquiries.
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
- Lead and manage a team of product support specialists to provide support to customers
- Ensure timely and effective resolution of customer issues related to our Nuix products, and act as an escalation point.
- Collaborate with cross-functional teams to identify, troubleshoot, and resolve complex technical issues.
- Develop and maintain a knowledge base to improve efficiency and effectiveness of future support.
- Provide technical guidance and training to team members and other stakeholders.
- Continuously improve product support processes and procedures to enhance customer satisfaction.
- Provide technical support for the sales process.
- 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
- Bachelor's degree in computer science, engineering, or related field
- 8+ years of experience in a technical support role for a SaaS produc
- Strong knowledge of web technologies, such as HTML, CSS, and JavaScript
- Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or GCP
- Excellent problem-solving and analytical skills
- Strong communication and customer service skills
- ITIL v4 certified and practicing.
- Experience in ServiceNow
- Proven leadership and team management skills
- Experience in managing a team of technical support professionals.
- Experience in managing a product support function for a software product.
Desirable:
- Experience in Software Delivery lifecycle
- Experience in Elasticsearch or other search technologies.
We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Please reach out to natasha.vatner@nuix.com. 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 OWNERSHIP AND FOLLOW UP
• RESILIENT WE LEARN FROM THE PAST AND ARE OPTIMISTIC ABOUT TOMORROW
• UNAFRAID TO DO THE RIGHT THING, QUICKLY
• TEAM NUIX FIRST AND FOREMOST
• HERO OUR CUSTOMERS AND 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.