Senior Technical Support Engineer

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 Technical Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers’ hosted solutions.

How will you make an impact?

1. Troubleshoot issues by resolving them with maximum customer satisfaction.
2. Take full ownership on customer problem/cases, monitor for proper and on time feedback.
3. Document and track all problems, enquires and events in the CRM system.
4. Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
5. Install Nice product update packs and hot fixes.
6. Analyze issues, solve or escalate to the next support level.

Have you got what it takes?

1. Atleast 4-7 Years of experience in VOIP / Telephony/ NICE products
2. Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
3. Experience with Windows Operations Systems (2003,2008)
4. Knowledge on telephony audio and signaling protocols: Analog/Digital extensions, ISDN BRI/PRI, E1/T1/DS-1 trunk, Framing and D-Channel signaling. SS7/VoIP/SIP.
5. Familiarity with Platform hardware components such as HDD, Raid, SCSI, DAT72 and DVD.
6. Knowledge of Storage systems: EMC, Tivoli.
7. Telephony/CTI background ( NICE / Avaya / Cisco, etc) and advance knowledge on IP phones communication
8. Experience at system/application implementation at customer sites.
9. Previous experience/certifications with any recording system - an added advantage.
10. Experience and understanding of troubleshooting server performance issues
11. Well represents NICE in front of customers, both verbally and in writing.
12. Can express themselves appropriately both verbally and in writing.
13. Copes well with conflicts and is able to resolve them.

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: 7257
Reporting into: Tech Manager
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.