Nuclei is on a mission to unlock access to the world's most valuable knowledge and data. Our platform enables capture, archival, and analysis of human communication. Nuclei democratizes access to data and empower organizations to improve business outcomes while mitigating risks.

We are seeking an experienced Senior Support Engineer to enhance our post-sale services and support functions. In this role, you will support customers and partners in their use of Nuclei's applications, manage DevOps activities and maintenance windows, and proactively improve our support processes. You will interface with demanding customers in heavily regulated industries, ensuring they have a high degree of confidence in Nuclei.

Responsibilities

• Strengthen Post-Sale Services: Collaborate with existing teams to optimize post-sale services, including customer support, DevOps, and maintenance activities.
• Customer Support: Provide expert technical assistance to customers and partners, resolving issues and addressing queries related to Nuclei's applications.
• Real-Time Issue Resolution: Analyze logs and monitor systems to identify and resolve issues promptly, minimizing impact on customers.
• Customer Interaction: Professionally interface with customers in heavily regulated industries, building trust and maintaining high satisfaction levels.
• Process Automation: Develop and implement automation solutions to enhance efficiency and reliability within the support function.
• Enhance Support Processes: Contribute to the refinement and documentation of support procedures to improve responsiveness and service quality.
• Cross-Functional Collaboration: Work closely with engineering and customer success teams to escalate and resolve complex technical issues.
• Proactive Improvement: Identify opportunities for enhancement in support operations and implement effective solutions.
• Maintain High Standards: Ensure the performance, security, and scalability of applications within the support scope.

Requirements

• Experience: 5+ years in a technical support role, preferably within a SaaS or cloud environment.
• Technical Skills: Proficiency in log analysis, scripting, and the use of automation tools.
• DevOps Knowledge: Familiarity with DevOps practices, including system monitoring and managing maintenance windows.
• Customer Relations: Ability to effectively interact with demanding customers in heavily regulated industries.
• Problem-Solving: Strong analytical skills with the ability to troubleshoot complex technical issues.