Nuix creates innovative software that empowers organizations to quickly and easily 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 globally.

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We provide cutting-edge solutions in eDiscovery, information governance, forensic, and electronic investigations to over 2,000 customers across 75+ countries, including leading financial institutions, corporations, government departments, tier-one advisory firms, and litigation support vendors.

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What You Will Be Doing

As the Product Support Manager, you will:

• Lead a team of product support specialists to provide technical support to Nuix software users.
• Collaborate with cross-functional teams, including engineering, product management, and sales, to identify and resolve customer issues.
• Continuously improve product support processes and procedures to enhance customer satisfaction.
• Act as an escalation point for customer inquiries.
• Ensure the success of the product support team by providing technical guidance and training.
• Maintain a knowledge base to improve future support efficiency.
• Provide technical support during the sales process.
• Communicate with customers to gather feedback, understand their needs, and provide product recommendations.

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Location

This position is based in our London office. The candidate is required to attend the office 2-3 days per week, with the option to work remotely for the remainder of the week.

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Key Responsibilities

• Lead and manage a team of product support specialists to assist customers.
• Ensure timely resolution of customer issues and act as an escalation point.
• Collaborate with teams to troubleshoot and resolve complex technical issues.
• Develop and maintain a knowledge base for future efficiency.
• Provide technical training to team members and other stakeholders.
• Continuously improve product support processes to enhance customer satisfaction.
• Offer technical support during the sales process.
• Gather customer feedback and provide product recommendations.

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Skills, Knowledge, and Expertise

• Bachelor’s degree in computer science, engineering, or related field.
• 8+ years of experience in a technical support role for a SaaS product.
• Strong knowledge of web technologies (HTML, CSS, JavaScript).
• Familiarity with cloud computing technologies (AWS, Azure, GCP).
• Excellent problem-solving, analytical, communication, and customer service skills.
• ITIL v4 certification and experience in ServiceNow.
• Proven leadership and team management experience in a technical support environment.
• Experience managing a product support function for a software product.

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Desirable Skills:

• Experience in the Software Delivery Lifecycle.
• Experience with Elasticsearch or other search technologies.

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Equal Opportunities and Accommodations

At Nuix, we strive to make the hiring process fair and equitable for everyone. If you require any adjustments or accommodations during the interview process, please reach out to natasha.vatner@nuix.com.

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Nuix is an equal opportunities employer. Don’t let imposter syndrome hold you back! We encourage all qualified applicants to apply and are a flexible employer.