Designated Support Engineer

1 Month ago • 7 Years + • Software Development & Engineering

Job Summary

Job Description

The Global Designated Support Engineer (DSE) provides technical assistance for applications to resolve end-user connectivity issues with NICE products. Responsibilities include troubleshooting and diagnosing escalated customer issues, acting in a consultative manner, and coordinating with internal departments to ensure positive customer experiences. The role involves working tickets via a web-based system, email, voice, or chat, validating prioritization, resolving end-user application issues, recording and routing incidents, providing resolution and recovery, and maintaining clear records in the ticketing system. The engineer will also escalate incidents when necessary, troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services, and open/monitor incidents with third-party providers. Additional duties include pulling and analyzing logs, reading network diagrams, working flexible and on-call schedules, and communicating effectively with customers.
Must have:
  • Associate degree or equivalent experience
  • 7+ years in customer service (technical preferred)
  • Excellent technical troubleshooting skills
  • Ability to excel in fast-paced environment
  • Excellent communication skills (written/verbal)
  • Ability to adapt quickly to change
  • Understanding of network topology/telecom
Good to have:
  • 3+ years in technical support (software/telecom)
  • IP Telephony/Telecommunications experience
  • Dialer and Workforce Management experience
  • Web Services and API knowledge
  • Database and SQL concepts
Perks:
  • Hybrid work model (2 days office, 3 days remote)
  • Opportunities for learning and growth
  • Internal career opportunities
  • Global company
  • Collaborative and creative environment

Job Details

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?
The Global Designated Support Engineer (DSE) will provide technical assistance on applications to resolve an end-user's connectivity issues with the NICE suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the NICE customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat and voice.

How will you make an impact?

  • Work tickets via a web-based ticketing system, email, voice, or chat
  • When working tickets:
    • Validate for correct prioritization and monitor communication to users of progress
    • Fix end-user issues that can be resolved on applications
    • Record and route incidents to specialist groups
    • Provide resolution and recovery of incidents 
    • Keep clear and thorough records in the ticketing system of all actions taken
  • Escalates incidents when necessary
  • Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
  • Opens and monitors incidents created with 3rd party providers
  • Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
  • Reads and analyzes network diagrams
  • Regularly works flexible schedule and on-call services
  • Effectively and professionally communicates with internal and external customers

Have you got what it takes?

  • Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
  • 7+ years of work experience in a customer service field, preferably in a technical capacity
  • Excellent technical, troubleshooting, and analytical skills
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
  • Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
  • Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

Bonus Experience:

  • 3+ years in a technical support role in software or telecommunications environment.
  • IP Telephony/ Telecommunications experience
  • Experience in a telephony/telecommunications
  • Dialer knowledge and Workforce Management experience
  • Web Services and API knowledge and understanding of conceptual use
  • Competent in database and SQL concepts

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX! 
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 7573
Reporting into:
Manager, Technical Support
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

 

Similar Jobs

Carbon Health - Clinic Manager

Carbon Health

Folsom, California, United States (On-Site)
1 Week ago
Publicis Groupe - Influencer Marketing - Social Analyst

Publicis Groupe

Bogota, Colombia (Hybrid)
2 Weeks ago
CyberArk - AI Development Group Manager

CyberArk

Israel (Hybrid)
3 Weeks ago
Side - LQA Game Tester (Russian)

Side

Braga, Braga, Portugal (On-Site)
1 Year ago
Sprinkler - Services Operations Analyst

Sprinkler

Bengaluru, Karnataka, India (Remote)
1 Month ago
Kavalirio - Software Engineer II

Kavalirio

Fort Meade, Maryland, United States (On-Site)
3 Weeks ago
Alten Technology - Controls Engineer

Alten Technology

Kokomo, Indiana, United States (On-Site)
3 Weeks ago
LeoVegas - Domain Architect - Retention Engineering

LeoVegas

Växjö, Kronoberg County, Sweden (On-Site)
3 Months ago
Aeries technology - Senior Engineer

Aeries technology

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Flow - Engineering Manager

Flow

Palo Alto, California, United States (Hybrid)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Interactive Brokers - Market Data Team Lead

Interactive Brokers

Mumbai, Maharashtra, India (Hybrid)
2 Months ago
PwC - Manager SAP Master Data Governance Consulting

PwC

Zürich, Zurich, Switzerland (On-Site)
9 Months ago
ISG - SAP Junior Systems Training Developer Analyst

ISG

United States (Remote)
1 Month ago
Zelis  - Nurse Reviewer

Zelis

Hyderabad, Telangana, India (On-Site)
2 Months ago
Glocomms - Network and Security Engineer

Glocomms

Reno, Kansas, United States (On-Site)
2 Months ago
Dream Sports - Manager - B2B Sales

Dream Sports

Mumbai, Maharashtra, India (On-Site)
4 Months ago
Plummy Games - Data Lead (Product & Marketing)

Plummy Games

Tallinn, Harju County, Estonia (Remote)
1 Month ago
Stillalive studios - Experienced Programmer (f/m/d)

Stillalive studios

Innsbruck, Tyrol, Austria (Remote)
1 Year ago
PwC - Senior Associate

PwC

Hyderabad, Telangana, India (On-Site)
10 Months ago
cyara - Sr. Manager, Procurement

cyara

United States (Remote)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Manila, Metro Manila, Philippines

PwC - Billing and Collections Specialist Davao (Proby)

PwC

Pasig, Metro Manila, Philippines (On-Site)
9 Months ago
Neolytix - Executive Assistant to CEO and COO

Neolytix

Pasig, Metro Manila, Philippines (Hybrid)
1 Week ago
Simcorp - Financial Data Analyst

Simcorp

Manila, Metro Manila, Philippines (Hybrid)
1 Year ago
PwC - Director for Consulting

PwC

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago
bytedance - Account Management, Fashion, Non-Apparel (Philippines E-Commerce)

bytedance

Taguig, Metro Manila, Philippines (On-Site)
6 Months ago
Koala interactive - Healthcare Team Lead

Koala interactive

Quezon City, Metro Manila, Philippines (Hybrid)
3 Months ago
Funguy Studio - Senior Producer

Funguy Studio

Makati City, Metro Manila, Philippines (On-Site)
11 Months ago
bytedance - Account Management, FMCG, Food & Beverages (Philippines E-Commerce)

bytedance

Taguig, Metro Manila, Philippines (On-Site)
2 Months ago
kooapps - 3D Game Artist

kooapps

Makati City, Metro Manila, Philippines (On-Site)
1 Year ago
MiQ - Account Manager

MiQ

Manila, Metro Manila, Philippines (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

31st Union - Expert Core Engineer

31st Union

San Mateo, California, United States (On-Site)
3 Months ago
Rippling - Senior Software Engineer - Payroll Onboarding

Rippling

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Whatnot - Software Engineer, Video

Whatnot

San Francisco, California, United States (On-Site)
2 Months ago
KPIT - Connected Vehicle_Diplay Driver Engineer

KPIT

Bengaluru, Karnataka, India (On-Site)
10 Months ago
Insight Software - Director, EMEA SAP Partnership

Insight Software

London, England, United Kingdom (On-Site)
1 Month ago
Power Integrations - Senior Failure Analysis Engineer (Automotive)

Power Integrations

San Jose, California, United States (On-Site)
9 Months ago
Saronic Technologies - Software Engineer - Special Programs

Saronic Technologies

Austin, Texas, United States (On-Site)
1 Week ago
Apple - Sr Regulatory Compliance Engineer - Wireless

Apple

Cupertino, California, United States (On-Site)
1 Month ago
Extreme Inc. - Control Design Bridge Engineer

Extreme Inc.

Osaka, Osaka, Japan (On-Site)
1 Month ago
Findhelp - Senior Staff Technical Solutions Account Manager

Findhelp

Madison, Wisconsin, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Pune, Maharashtra, India (Hybrid)

Alkmaar, North Holland, Netherlands (Hybrid)

Atlanta, Georgia, United States (Hybrid)

Columbus, Ohio, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

Ra'anana, Center District, Israel (Hybrid)

View All Jobs

Get notified when new jobs are added by Nice

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug