NPS Prism 

Title: Technical Support, Associate (Based in Gurugram, India) 

Company Profile: 

NPS Prism is a market-leading, cloud-based CX benchmarking and operational improvement platform owned by Bain & Company. NPS Prism provides its customers with actionable insights and analysis that guide the creation of game-changing customer experiences. Based on rock-solid sampling, research, and analytic methodology, it lets customers see how they compare to their competitors on overall NPS®, and on every step of the customer journey. 

With NPS Prism you can see where you’re strong, where you lag, and how customers feel about doing business with you and your competitors, in their own words. The result: Prioritize the customer interactions that matter most. NPS Prism customers use our customer experience benchmarks and insights to propel their growth and outpace the competition. 

Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion, and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.  

Position Summary: 

NPS Prism has experienced tremendous growth as a standalone software and data business over the past few years and is making the leap from being a consulting-led business to a technology-led business. Given that shift, we are looking to build our team with world-class team members to help drive business growth to its full potential in this next phase. This is a great opportunity to help build the largest startup owned by Bain & Company and take NPS Prism into the future. 

Key Responsibilities: 

• Troubleshooting techniques for AWS, Azure, Tableau Cloud and Server platforms, as well as SQL databases best practices for reviewing logs and identifying potential issues. 

• Experience reviewing logs and identifying potential issues in these platforms and databases. 

• Experience reviewing browser network and console logs. 

• Familiarity with common technical terminology and concepts 

• Experience with ticketing systems and other tools for tracking technical issues. 

• Creating comprehensive documentation and reports for technical issues and resolutions 

• Understanding of security protocols and best practices for securing data and systems 

• Ability to work collaboratively with cross-functional teams to resolve technical issues and implement solutions. 

Required Qualifications, Experience & Skills: 

Education: 

• Bachelor's degree in any field or specialization. 

Experience: 

• 4 to 6 years of experience in technical support (logs), preferably in a cloud-based environment 

Skills: 

• Experience using ticketing systems (Zendesk preferred) to manage and track technical issues. 

• Excellent English communication skills, with the ability to explain technical concepts to non-technical stakeholders. 

• Knowledge of cloud computing architectures and deployment models 

Nice to have skills:

• Experience working in Tableau Cloud Server or Azure Cloud 

• Experience in debugging Azure (basic understanding of DevOps)