This is your role
Step into a pivotal role where problem-solving meets unparalleled customer service! As a 2nd Level Support expert, you’ll be the go-to expert, offering top-notch assistance to partners and customers. From diagnosing and troubleshooting complex issues to resolving critical incidents, your knack for clear communication and staying cool under pressure will shine. Join us as the frontline liaison between our tech teams and our valued partners, ensuring seamless support and exceeding service level expectations.
Base location: Budapest (you are expected to reside within commuting distance)
Work arrangement: Hybrid
Key Responsibilities:
Manage ticket intake across support levels (L2, L3, Consulting) and ensure resolution within specified SLAs.
Assist partners and customers in utilizing documentation and Nevis Academy (Nevis learning platform) training, troubleshooting their queries.
Conduct detailed analysis of integration logic and system processes to provide comprehensive solutions
Document investigative steps and escalate technical issues to Product, Engineering (L3), or Consulting teams.
Ensure proper escalation channels, holding parties accountable for timely responses within SLAs.
Take proactive ownership of assigned tickets via Nevis Portal and Zendesk ticketing system.
Communicate timely and precise information to customers, partners, and colleagues, proposing viable solutions.
Collaborate with colleagues to align solutions with customer requirements.
Manage multiple open tickets simultaneously and ensure completeness and relevance to customer requirements
Share your valuable knowledge with Support colleagues.
Contribute insights for general process enhancements and maintain updated product knowledge.
This is you
Your the most ideal candidate for the role if you have:
BSc/MSc degree in Information Technology or equivalent work experience
2-4 years of Technical Support experience on a L2 level
Experience in consulting and/or customer-facing technical positions
Experience in root cause hands-on investigation, incident management and ticketing systems
Work experience with computer networks, including load balancers, web application firewalls, DNS, HTTPS, SSL/TLS
Work experience with Docker, Kubernetes, OpenShift, and cloud platforms such as Microsoft Azure or Amazon Web Services
Basic understanding of SQL and relational databases such as MariaDB, Oracle or similar.
Excellent and professional verbal and written communication skills in English
Nice to have:
Understanding of Identity and Access Management technologies and protocols such as OAuth2, OpenID Connect, SAML2, LDAP
Apply if you're driven by a hunger for knowledge, fueled by a positive attitude, and possess a service-centric mindset. We're seeking passionate individuals who embody a 'can-do' spirit, eager to learn, solve challenges, and consistently deliver exceptional experiences. If you're someone who thrives on problem-solving and is dedicated to providing the best possible service, we'd love to welcome you aboard our dynamic team.
About us
Nevis Security AG is a pioneer in digital security and a strong advocate for the use of passwordless, user-friendly access solutions worldwide. As the market leader in Switzerland in the area of customer identity and access management (CIAM), Nevis provides organizations in the financial, insurance and iGaming sectors with the highest level of data protection and seamless authentication procedures. Nevis technology secures over 80 per cent of online banking transactions in Switzerland – demonstrating the company’s expertise and commitment to innovation. Headquartered in Zurich/Switzerland with offices across Europe, Nevis is constantly expanding its global presence through a rapidly expanding partner network, emphasizing its role as a key player in the digital ecosystem. Nevis aims to strengthen its position as a leading authority in digital identity security worldwide and to provide scalable, forward-looking solutions that meet the growing needs of its customers. For more information, visit www.nevis.net.
