Citco

Technical Support Engineer

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.

<div><p>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.</p></div><div><p><strong>So, what’s the role all about?</strong></p> <p>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.</p> <p><strong>&nbsp;</strong></p> <p><strong>How will you make an impact?</strong></p> <ul><li>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.</li> <li>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.</li> <li>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.</li> <li>Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.</li> <li>Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.</li> <li>Be influential in improving procedures and processes that improve our efficiency and effectiveness.</li> <li>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.</li> <li>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.</li> <li>Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.</li> <li>Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.</li> <li>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.</li> <li>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&amp;D resource to duplicate the issue easily and rapidly. Work with R&amp;D as needed during isolation, correction, and implementation of any delivered resolution.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> </ul> <p>&nbsp;</p> <p><strong>Have you got what it takes?</strong></p> <ul><li>2+ years’ work experience in a technical customer service role, preferably in a technical support capacity.</li> <li>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).</li> <li>Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.</li> <li>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.</li> <li>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.</li> <li>Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.</li> <li>Proven ability to utilize, create and update knowledgebase resources in the course of your work.</li> <li>Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.</li> <li>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.</li> <li>Industry experience including understanding of the contact centre business, as well as general market and business trends.</li> <li>Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).</li> <li>Demonstrated ability to work independently as part of a larger team.</li> <li>Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.</li> <li>Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.</li> </ul> <p>&nbsp;</p> <p><strong>You will have an advantage if you also have:</strong></p> <ul><li>Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.</li> <li>Experience in a technical support role in a software or telecommunications environment.</li> <li>Workforce Management software and/or outbound dialler experience.</li> <li>Web Services and API knowledge and understanding of conceptual use.</li> <li>Competent in database and SQL concepts.</li> </ul> <p>&nbsp;</p> <p><strong>Education Requirement:</strong></p> <p>Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.</p> <p>&nbsp;</p> <p>Requisition ID: 6730.</p> <p>Reporting into: Director, Professional Services.</p> <p>Role type: Individual contributor.</p> <p><strong>#LI-Hybrid</strong></p></div><div><p><em><strong>About NiCE </strong></em></p> <p><em>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. </em></p> <p><em>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. </em></p> <p><em>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.</em></p> <p>&nbsp;</p></div>

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Kolibri Games

Freelance AI Artist

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Kolibri Games, a mobile games developer from Berlin, is seeking a Freelance AI Artist to support user acquisition (UA) tests for new mobile game concepts. This role is crucial for rapid prototyping and audience validation, requiring the production of a high volume of diverse visual content using AI tools. The artist will collaborate with the Art Director, translate sketches into AI-generated visuals, and contribute to defining AI styles. Responsibilities include daily image and video asset creation, iterative communication, and documenting workflows. The ideal candidate possesses expertise in AI tools, adaptability to various art styles, and strong communication skills. This is a freelance role compensated per asset, emphasizing responsiveness and collaboration.

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VIP Support Agent - Polish Speaking

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Creative Marketing Lead

Game Designer (f/m/d)

UI/UX Designer

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<div>We are Kolibri Games - a mobile games developer from Berlin. We believe that with the best people, we can make games that players will enjoy for years to come.</div><div><br></div><div>Our games have defined the idle genre, and bring enjoyment to hundreds of millions of players all around the world. This is possible due to the talented people who make us who we are. ‘Kolibris’, as we call ourselves, are on a mission to continue making great games and we're looking for new talent to join our team. We strive to offer you a fair recruitment process and a great candidate experience, as well as a friendly environment to work in, with plenty of opportunities to learn and grow.</div><div><br></div><div><span style="font-size: 24px;">Freelance AI Artist (f/m/d)</span></div><div>We’re looking for a highly skilled and prolific Freelance AI Artist to join our dynamic team and support user acquisition (UA) tests for new mobile game concepts. This role plays a key part in our rapid prototyping and audience validation efforts, with a strong focus on producing a high volume of diverse visual content to explore market appeal across various themes and styles.</div><div class="section page-centered"><div><h3>Responsibilities</h3><ul class="posting-requirements plain-list"><ul><li>Produce a high volume of images and potentially video assets daily using cutting-edge AI tools for user acquisition testing.</li><li>Collaborate closely with the Art Director through a direct, iterative communication loop to interpret concepts and refine visual styles.</li><li>Translate sketches or concepts from other team members into polished, AI-generated visuals.</li><li>Contribute actively to the definition and training of specific AI styles aligned with desired artistic directions.</li><li>Maintain consistent, responsive communication through Slack or other agreed-upon online channels to ensure smooth teamwork.</li><li>Clearly document workflows and share processes with the broader team to support ongoing learning and improvement.</li></ul></ul></div></div><div class="section page-centered"><div><h3>Required Skills </h3><ul class="posting-requirements plain-list"><ul><li>Demonstrated expertise as an AI Artist, with deep knowledge and practical experience using state-of-the-art AI tools for image and video generation.</li><li>Strong ability to work within stylized art directions and adapt to a variety of visual styles.</li><li>Proficiency in training AI models to achieve specific aesthetic results.</li><li>Excellent communication and collaboration skills, with a proactive mindset for day-to-day interactions.</li><li>Willingness to document workflows and share insights with the team.</li><li>Ability to collaborate effectively with team members providing concepts or sketches.</li><li>Proficiency in written and spoken English.</li><li>A results-driven mindset and a strong interest in games and game development.</li></ul></ul></div></div><div class="section page-centered"><div><h3>Collaboration Model</h3><ul class="posting-requirements plain-list"><ul><li>This is a freelance role based on a per-image/per-video asset compensation model, with an additional allowance for communication and discussion time.</li><li>We’re looking for someone who is reliable, responsive, and committed to building a strong and consistent working relationship. Close, fluid collaboration with our Art Director is essential to ensure alignment with project goals and creative direction.</li></ul></ul></div></div><div class="section page-centered" data-qa="closing-description"><div>Kolibri Games is an equal opportunity employer. We come from 40 different countries and many different backgrounds. We celebrate diversity and we are committed to creating an inclusive environment for all employees, regardless of their age, gender identity, sexual orientation, ethnicity, religion, physical appearance or disability.</div><div><br></div><div>We are an international studio, so don’t forget to send in your application in English. Although it is not mandatory, we always appreciate a cover letter stating your motivation to join us.</div><div><br></div><div>We look forward to hearing from you!</div><div><br></div><div><span style="font-size: 24px;">Your Benefits – We’re game to support you</span></div><div><br></div><div><b>Competitive Salary&nbsp;</b>- We believe that top performers should receive top payment</div><div><b>Learning Budget</b>&nbsp;- We believe in learning. A generous personal learning budget to spend on learning and development, including books, workshops and attending conferences. We also offer in-house training such as coding and German classes</div><div><b>Flexible Working Hours and Home Office</b>&nbsp;– We believe in a good work-life balance</div><div><b>Equipment</b>&nbsp;- State-of-the-art technical equipment, including laptops and phones, which may also be used in your free time</div><div><b>Health and Fitness</b>&nbsp;- We pay a contribution towards a monthly gym membership or a fitness activity</div><div><b>Relocation</b>&nbsp;- Relocation support to help you move to Berlin</div><div><b>Pension</b>&nbsp;- Opportunity to save for your pension tax-free</div><div><br></div><div><span style="font-size: 24px;">Bonus Level – We love to have a good time, too</span></div><div><br></div><div><b>Food and Drinks</b>&nbsp;- Fresh fruits to keep you healthy and fresh coffee to keep you alert. We also have a fully stocked fridge with Smoothies, Coke, Club Mate, beer etc</div><div><b>Parties and Team Events</b>&nbsp;- Apart from our regular parties, BBQs and movie nights we also have a team event budget you can use to buy games or sports equipment to make working here even more fun</div><div><b>Company Holidays&nbsp;</b>- Every year we go on an amazing company holiday to relax and bond as a team</div><div><b>Friday Celebrations&nbsp;</b>- Company-provided dinner and drinks on Friday afternoons</div>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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