Technical Support Engineer

1 Month ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

As a Technical Support Engineer at NiCE, you will provide advanced technical support to customers, resolving issues with the company's contact center software. This involves diagnosing and resolving complex technical problems, analyzing logs and traces to determine root causes, and ensuring service restoration and customer satisfaction. You will demonstrate deep expertise in core technologies, communicate effectively with customers and internal teams, and mentor colleagues. Key responsibilities include managing cases according to Service Level Agreements (SLAs), driving root cause correction, contributing to the knowledge base, and collaborating with R&D and other departments to resolve software issues. The role requires excellent analytical and problem-solving skills in high-pressure environments and a strong understanding of networking and telecommunications technologies.
Must have:
  • Minimum three years of experience with advanced knowledge of SaaS, telecommunications, contact center software, and networking technologies.
  • Excellent technical, analytical, and problem-solving skills for complex issues in high-pressure SaaS environments.
  • Excellent written and verbal communication skills, assertive, articulate, and friendly.
  • Time management skills to work effectively in an interrupt-driven environment and multi-task.
  • Proven ability to utilize and create knowledge base resources.
  • Proven ability to drive escalated customer problems to resolution.
  • Ability to communicate effectively across all company teams.
  • Understanding of networking technologies and telecommunications architecture.
  • Ability to work independently and as part of a team.
  • Ability to excel in a fast-paced, agile environment.
Good to have:
  • Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.
  • Experience in a technical support role in software or telecommunications.
  • Workforce Management software and/or outbound dialler experience.
  • Web Services and API knowledge.
  • Competent in database and SQL concepts.
  • Bachelor's degree in computer science, Business Information Systems, Networking, or equivalent work experience.

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?

Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.

 

How will you make an impact?

  • Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
  • Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
  • Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
  • Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
  • Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
  • Be influential in improving procedures and processes that improve our efficiency and effectiveness.
  • Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
  • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
  • Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
  • Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
  • Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
  • Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
  • Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
  • Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
  • Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analying network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities.
  • Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
  • While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

 

Have you got what it takes?

  • 2+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
  • Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
  • Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
  • Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
  • Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
  • Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
  • Proven ability to utilize, create and update knowledgebase resources in the course of your work.
  • Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
  • Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
  • Industry experience including understanding of the contact centre business, as well as general market and business trends.
  • Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

 

You will have an advantage if you also have:

  • Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.
  • Experience in a technical support role in a software or telecommunications environment.
  • Workforce Management software and/or outbound dialler experience.
  • Web Services and API knowledge and understanding of conceptual use.
  • Competent in database and SQL concepts.

 

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

 

Requisition ID: 6730.

Reporting into: Director, Professional Services.

Role type: Individual contributor.

#LI-Hybrid

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

ansira - Graphic Designer, Corporate Marketing

ansira

Colombia (Remote)
3 Weeks ago
Nice - Partner Marketing Director - International (EMEA/APAC)

Nice

London, England, United Kingdom (Hybrid)
1 Month ago
NCR Voyix - DevOps Engineer

NCR Voyix

Hyderabad, Telangana, India (On-Site)
2 Months ago
Contentstack - Technical Lead

Contentstack

India (Hybrid)
2 Months ago
Devoteam - Consultant / IAM Engineer Microsoft (M/F)

Devoteam

Levallois-Perret, Île-de-France, France (On-Site)
1 Month ago
PwC - SAP MM Manager

PwC

Makati City, Metro Manila, Philippines (On-Site)
9 Months ago
Intel  - GPU Performance Verification Engineer

Intel

Bengaluru, Karnataka, India (On-Site)
1 Year ago
31st Union - Senior Core Engineer

31st Union

Valencia, Valencian Community, Spain (On-Site)
2 Months ago
CyberArk - Staff Software Engineer - Drivers

CyberArk

Bulgaria (Hybrid)
2 Months ago
Whatnot - Tech Lead Manager, Fraud & Risk Engineering

Whatnot

Los Angeles, California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Rippling - Head of Financial Crimes Compliance

Rippling

New York, United States (On-Site)
1 Month ago
Diligent Corporation - Senior Demand Generation Manager

Diligent Corporation

Washington, District Of Columbia, United States (On-Site)
2 Months ago
Axonius - Product Account Executive (Avalor) - Benelux

Axonius

Netherlands (Remote)
8 Months ago
Sailpoint - Senior Software Engineer

Sailpoint

Pune, Maharashtra, India (Hybrid)
1 Month ago
Nightfall AI - Chief Information Security Officer

Nightfall AI

San Francisco, California, United States (On-Site)
1 Month ago
Toast - Manager, Site Reliability Engineering Tooling

Toast

Dublin, County Dublin, Ireland (Hybrid)
3 Weeks ago
Sprinkler - Managed Services Consultant

Sprinkler

Hamburg, Hamburg, Germany (On-Site)
1 Month ago
Saviynt - Staff Accountant

Saviynt

Philippines (Hybrid)
4 Months ago
Mindtickle - Staff Engineer

Mindtickle

Pune, Maharashtra, India (On-Site)
4 Months ago
Yodlee - Strategic Sourcing and Procurement Director - YOD

Yodlee

United States (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Southampton, England, United Kingdom

dun bradstreet - Partnerships Redistribution Relationship Manager

dun bradstreet

London, England, United Kingdom (Hybrid)
1 Month ago
Dentsu - Head of Organic, Creators & Commerce

Dentsu

Manchester, England, United Kingdom (Hybrid)
1 Month ago
luxsoft - Murex FO Production Support

luxsoft

London, England, United Kingdom (On-Site)
1 Month ago
Rocket Science - Frontend - UI Engineer

Rocket Science

Wales, United Kingdom (Hybrid)
3 Months ago
Cloud Imperium Games - Graphics Programmer

Cloud Imperium Games

Manchester, England, United Kingdom (On-Site)
7 Months ago
Globalization Partners - Senior Product Manager

Globalization Partners

United Kingdom (Remote)
2 Months ago
Canva - Staff Frontend Engineer - Data Workflows Team - Canva UK

Canva

London, England, United Kingdom (Remote)
7 Months ago
Radical Forge - Animation Engineer

Radical Forge

United Kingdom (Remote)
1 Month ago
Frontier Developments - Graduate Environment Artist

Frontier Developments

Cambridge, England, United Kingdom (Hybrid)
2 Months ago
Lighthouse Games - Lead VFX Artist

Lighthouse Games

England, United Kingdom (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

cirrus logic - Staff PDK Engineer

cirrus logic

Edinburgh, Scotland, United Kingdom (Hybrid)
7 Months ago
lucas films - Senior IS Software Engineer

lucas films

Vancouver, British Columbia, Canada (Hybrid)
1 Month ago
Nium - Software Engineer I

Nium

Malta (Hybrid)
2 Months ago
NVIDIA - Senior Mixed Signal Circuit Design Engineer

NVIDIA

Taipei City, Taiwan (On-Site)
4 Months ago
Intel  - GPU Software Development Engineer

Intel

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Ion - Principal Software Engineer, Italy

Ion

Milan, Lombardy, Italy (On-Site)
9 Months ago
Intel  - GPU Compiler Engineer

Intel

Hillsboro, Oregon, United States (On-Site)
1 Month ago
Capgemini - End Point Security Engineers

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Roblox - Senior Privacy Software Engineer

Roblox

San Mateo, California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded