Team Lead, Customer Service Engineer / Technical Support

1 Month ago • All levels • Software Development & Engineering

Job Summary

Job Description

As a Team Lead, you will be responsible for providing excellent customer service, managing the customer service engineer / technical support team, and working with an innovative SaaS product. This role requires a highly driven, self-starter, and motivated leader, focusing on eliminating customer issues and driving a best-in-class support experience. You will lead a support team providing 24x365 Tier 1 and 2 Customer Service Engineer / Technical Support to customers and partners on product and integration issues, triage issues, and expedite the restoration of services. You will build a high-performance team, oversee problem isolation and resolution, and ensure ticket documentation is clear and accurate, driving trouble tickets to resolution within the allotted time. The role involves making recommendations for changes and improvements, and communicating to senior management, as well as proactively identifying potential platform issues and collaborating with the appropriate team to deploy solutions.
Must have:
  • Experience leading a customer service engineer team in the CCaaS/SaaS field.
  • Strong communication skills and skills in building organizational partnerships.
  • Experience in customer service engineer / technical support in the SaaS field.
  • A keen problem solver with a passion for learning.
  • Ability to create effective relationships and collaborate cross-team.
  • Ability to personally interact with customers and executive management.
  • Passion for working in an agile work experience.
  • Ability to successfully work in a team-oriented, highly collaborative environment.
  • Ability to provide clear, succinct communication.
  • Ability to manage customer crisis expectations within service level agreements.
  • Excellent analytical and advanced troubleshooting skills with end-users/customers.
  • Excellent customer service and communication skills, both verbal and written.
  • Ability to multitask and work well in a fast-paced environment.
Perks:
  • NICE-FLEX hybrid model: 2 days in the office and 3 days remote work per week

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?

You will be responsible for providing excellent customer service, managing the customer service engineer / technical support team, partner relationships, and working with an innovative SaaS product. This role requires a highly driven, self-starter, and motivated leader. In this role, you will focus on eliminating customer issues and driving a best-in-class support experience. You must maintain our targeted service levels with our clients and partners. 

As a working Team Lead, this position requires the ability to troubleshoot unique customer issues, act consultative to arrive at a mutually beneficial solution for our customers and coordinate with internal departments to provide collaborative solutions that will leave the customer with a positive experience. ​ You will lead a support team providing 24x365 Tier 1 and 2 Customer Service Engineer / Technical Support to customers and partners on product and integration issues. You and your team are the first line of defense and triaging issues to expedite the restoration of services is crucial to your success. Candidates will have experience supporting large, complex enterprise SaaS clients, have a support background, and have excellent problem-solving skills.  

This position will also include working on-call when required.  

How will you make an impact?

  • Build a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act decisively.
  • Oversees problem isolation, issue resolution, and escalation management according to pre-defined protocols.
  • Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps your direct reports improve their performance. 
  • Leverage resources to help employees develop skills and support their career interests. 
  • Deliver results through teamwork.
  • Maintains communication with functional managers and executive management to ensure issues are resolved.
  • Ensures ticket documentation is clear and accurate. Drives trouble tickets to resolution within the allotted mean time to repair.
  • Leads and participates in internal meetings, such as operation reviews.
  • Provides support to technical staff, partners, and end users; identify, research, and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems.
  • Develops, documents, implements, and maintains processes and procedures for the day-to-day operations and the integration of new services.
  • Makes recommendations for changes and improvements and communicate to senior management.
  • Develops and maintain process and procedural report generation.
  • Learn Clients’ business processes to manage expectations effectively to prevent escalations.
  • Conduct thorough and detailed troubleshooting to provide quality support to clients.
  • Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions.
  • Troubleshoot network and data feed issues, including API, improperly uploaded files, SFTP misconfiguration, alarms, and any customer impacting network issues. 
  • Conduct deep dive analysis before engaging other teams for resolution.  
  • Engage with clients and partners to provide status updates for solutions to restore service.
  • Collaborate with other teams to exceed Service Level Agreements for restoration.
  • Drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA).
  • Collect, organize, analyses, and disseminate information, with attention to detail and accuracy.
  • Use JIRA to intake, manage, and facilitate issue resolution.
  • Maintains detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff.
  • Always follow the company Code of Ethics and Nice policies and procedures.
  • Collaborate to improve organizational readiness by participating in key business planning initiatives and ensures the execution of decisions throughout the organization. 
  • Communicates in an effective and professional way with customers internally and externally of NICE.
  • Availability out of hours as required (nights/weekends) to address critical issues.
  • Provide on-call support to customers.
  • And other Team Leader and Customer Service Engineering responsibilities.

Have you got what it takes?

  • Experience leading a customer service engineer / technical support team in the CCaaS/SaaS field.
  • Strong communication skills, and skills in building organizational partnerships - across a complex stakeholder network in cross-functional teams. 
  • Experience in customer service engineer / technical support in the SaaS field.
  • A keen problem solver with a passion for learning.
  • Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels. 
  • Ability to personally interact with customers, customer success, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience. 
  • Passion for working in an agile work experience.  
  • Ability to successfully work in a team-oriented, highly collaborative environment.
  • Ability to provide clear, succinct communication.
  • Ability to manage customer crisis expectations within service level agreements.
  • Excellent analytical and advanced troubleshooting skills with end-users/customers.
  • Excellent customer service and communication skills, both verbal and written.
  • Ability to multitask and work well in a fast-paced environment.

 

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.

 

Job Requisition: 7256
Reporting into: PH Manager
Matrixing to: Global CSE Leader / Manager
Role Type: People Manager

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

appier - Software Engineer, Site Reliability Engineering

appier

Tokyo, Japan (On-Site)
1 Month ago
NCR Voyix - Network Engineer

NCR Voyix

Tokyo, Japan (On-Site)
1 Month ago
JDA - Senior Technical Architect

JDA

Bengaluru, Karnataka, India (On-Site)
1 Month ago
sitetracker - Head of Video Experience & Community Engagement

sitetracker

New York, United States (Remote)
3 Weeks ago
Cognite - Technical Account Manager

Cognite

Houston, Texas, United States (Hybrid)
2 Months ago
Capgemini - Digital Continuity & Manufacturing Engineer

Capgemini

Hyderabad, Telangana, India (On-Site)
1 Month ago
Simcorp - Senior/Lead Software Engineer – Investment Operations Services

Simcorp

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Nagarro - Trainee SAP Development

Nagarro

Germany (Remote)
3 Months ago
Synechron - Junior Tech Support Engineer

Synechron

Singapore (On-Site)
1 Month ago
Zynga - Principal Software Engineer - Compliance

Zynga

Toronto, Ontario, Canada (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Notion - Commercial Counsel

Notion

Tokyo, Japan (On-Site)
1 Month ago
high radius - Consultant

high radius

Hyderabad, Telangana, India (On-Site)
1 Month ago
Palo Alto Networks - Customer Success Architect

Palo Alto Networks

Plano, Texas, United States (On-Site)
1 Month ago
Rippling - Director, SMB Product Cross-Sell Sales

Rippling

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Nice - General Manager, Compliance

Nice

London, England, United Kingdom (On-Site)
1 Month ago
Bestex Research - System Administrator

Bestex Research

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Egnyte - Senior Software Engineer, Java

Egnyte

Poznań, Greater Poland Voivodeship, Poland (On-Site)
1 Month ago
Canva - Senior Systems Engineer - Software Asset Management (SAM)

Canva

Sydney, New South Wales, Australia (Remote)
1 Month ago
GoMotive - Sales Recruiter

GoMotive

Pakistan (Remote)
1 Month ago
Rippling - Account Manager- Mid-Market, Growth & Retention (HR Services Channel)

Rippling

San Francisco, California, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Manila, Metro Manila, Philippines

Unbroken Studios - Communication and Branding Intern

Unbroken Studios

Taguig, Metro Manila, Philippines (Hybrid)
2 Weeks ago
Power Integrations - Characterization Engineer Product Development Industrial

Power Integrations

Pasig, Metro Manila, Philippines (On-Site)
3 Weeks ago
NinjaVan - Regional Manager (Western Mindanao)

NinjaVan

Davao City, Davao Region, Philippines (On-Site)
1 Month ago
PwC - Oracle Finance Transformation Associate

PwC

Makati City, Metro Manila, Philippines (On-Site)
9 Months ago
Dialpad AI - Billing Support Representative

Dialpad AI

Pasig, Metro Manila, Philippines (Remote)
2 Months ago
Nasdaq - Cloud Operations Specialist

Nasdaq

Taguig, Metro Manila, Philippines (Hybrid)
1 Month ago
ISS Stoxx - Billing Analyst

ISS Stoxx

Makati City, Metro Manila, Philippines (Hybrid)
2 Months ago
Funguy Studio - PHP Developer

Funguy Studio

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago
Testronic - Project Manager

Testronic

Mandaluyong City, Metro Manila, Philippines (On-Site)
2 Weeks ago
bytedance - Search Operation Quality Assurance - Ads

bytedance

Pasig, Metro Manila, Philippines (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

LTI Mindtree - Senior Software Engineer

LTI Mindtree

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Zeeco, Inc. - Service & Commissioning Engineer/Technician

Zeeco, Inc.

Singapore (On-Site)
7 Months ago
Qualcomm - Automotive Performance Lead Engineer

Qualcomm

Bengaluru, Karnataka, India (On-Site)
1 Month ago
LLNL - Virtual Desktop Engineer/Desktop Engineer

LLNL

Livermore, California, United States (On-Site)
1 Month ago
Lightcast - Senior Software Engineer

Lightcast

Dharmapuri, Tamil Nadu, India (Hybrid)
9 Months ago
Coupa - Sr. Software Engineer

Coupa

Pune, Maharashtra, India (Remote)
2 Months ago
Zeeco, Inc. - Applications and Support Engineer - Process Burners

Zeeco, Inc.

Stamford, England, United Kingdom (On-Site)
10 Months ago
Zinnia - Senior Engineering Manager

Zinnia

Hyderabad, Telangana, India (On-Site)
1 Month ago
Nice - Senior Professional Services Engineer, Actimize

Nice

Hoboken, New Jersey, United States (Hybrid)
3 Weeks ago
broadcom - Memory Circuit Design Engineer

broadcom

Mendota Heights, Minnesota, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Atlanta, Georgia, United States (Hybrid)

Ra'anana, Center District, Israel (Hybrid)

United States (Remote)

United States (Remote)

Sandy, Utah, United States (Hybrid)

Atlanta, Georgia, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (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