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.

Playvox Nice Product Summary:

 Nice’s Playvox offers a web-based Workforce and Quality management platform. The saas platform readily integrates with CRM systems like Salesforce, Zendesk and CcaaS platforms like Talkdesk, Dialpad allowing brands to monitor agent adherence, occupancy and grade their performance.

So, what’s the role all about? 

We are seeking a Technical Support Engineer with a strong understanding of cloud applications and exceptional troubleshooting skills. The ideal candidate will have experience working with Application Support, Inspect network activity via browsers, and understanding of digital CRM/telephony platforms, along with DB function. You will be responsible for diagnosing and resolving technical issues, contributing to the knowledge base, and ensuring seamless customer experiences across multiple systems.

The Technical Support Engineer role is to deliver technical support to end users about how to use and administer the Playvox NICE Quality/Performance Management and WFM software solutions.

How will you make an impact?

• Diagnose and resolve issues related to Playvox Nice cloud applications.
• Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability.
• Provide timely and accurate technical assistance through a ticketing system.
• Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times.
• Maintain quality and on-going internal and external communication throughout your analysis.
• Prioritize daily tasks and manage critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Assist customer support (Tier 2 teams) with troubleshooting product issues/questions.

Have you got what it takes?

• Should have 2-4 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Should have working knowledge of DB, MongoDB/MSSQL.
• Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer,.
• Good to have knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc.
• Good to know platform tools such as Postman to replicate, test, and debug API requests.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
• At least 1 year of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications
• At least basic knowledge on Wireshark, Microsoft Office
• Telephony background would be an extra perk to have.
• Good IT skills in troubleshooting and ownership from begin to end.

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: 7526
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.