Senior Technical Support Engineer at Nix

Company Overview N-iX is a global software development service company that helps businesses across the globe create next-generation software products. Founded in 2002, we unite 2,400+ tech-savvy professionals across 40+ countries, working on impactful projects for industry leaders and Fortune 500 companies. Our expertise spans cloud, data, AI/ML, embedded software, IoT, and more, driving digital transformation across finance, manufacturing, telecom, healthcare, and other industries. Join N-iX and become part of a team where your ideas make a real impact. Role Objective We are seeking a technically skilled senior Support Engineer. You will be responsible for delivering world-class technical support for our products, helping customers overcome technical challenges while ensuring smooth communication between users, support agents, and development teams. This role requires a mix of strong technical troubleshooting skills, customer-oriented communication, and a proactive approach to improving processes and tools. Key Responsibilities • Analyze, troubleshoot, and resolve application, system, or integration issues. • Provide outstanding support for Business Hub and Analytics Platform. • Troubleshoot issues over calls with customers when needed. • KNIME workflows to support issue resolution (training will be provided). • Collaborate closely with fellow support engineers and development team members. • Contribute to continuous improvement of support processes, tools, and knowledge sharing. • Share technical insights with the development team to improve future releases. • Participate in on-call rotations Requirements • Strong experience in technical or application support, helpdesk, ticket management or support engineering. • Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar). • Experience administering software solutions on Linux and/or Windows platforms. • Basic knowledge of SQL database for data checks and issue investigation. • Ability to read and analyze logs. • Familiarity with identity providers (e.g., Keycloak), LDAP, SAML, OIDC, and OAuth. • Strong experience or ready to work in software support, ticket management, and escalation processes. • Knowledge of JVM,Kubernetes deployments, Docker, and RESTful APIs. • Knowledge of major cloud infrastructures (AWS, Azure, GCP). • Excellent communication skills in English (written and spoken). • Ability to clearly explain technical concepts to diverse audiences. • Strong self-organization, curiosity, and eagerness to learn. Nice to have: • Knowledge of monitoring tools (Grafana, Kibana, Datadog, etc.). • Basic scripting skills (Python, Bash). • Experience supporting SaaS products. • Understanding of CI/CD pipelines and DevOps processes. We offer*: • Flexible working format - remote, office-based or flexible • A competitive salary and good compensation package • Personalized career growth • Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more) • Active tech communities with regular knowledge sharing • Education reimbursement • Memorable anniversary presents • Corporate events and team buildings • Other location-specific benefits *not applicable for freelancers