Technical Support Engineer

1 Month ago • 5 Years + • Software Development & Engineering

Job Summary

Job Description

The Technical Support Engineer role at NiCE focuses on quickly resolving software issues, particularly those affecting customer contact centers, to mitigate financial risks and enhance client value. Responsibilities include demonstrating deep expertise in core technologies and developing proficiency in a second area. The engineer will provide advanced technical support via various channels, analyzing logs and traces for issue resolution. Key duties involve professional communication, taking ownership of troubleshooting, mentoring colleagues, driving process improvements, and ensuring cases progress according to SLA targets. The role requires proactive case management, collaboration with internal stakeholders, maintaining KCS certification, and providing real-time training and support to colleagues. The company fosters a fast-paced, collaborative environment with opportunities for learning and growth.
Must have:
  • Bachelor's degree or equivalent experience
  • 5+ years' technical customer service
  • 3+ years advanced knowledge of SaaS, telecommunications, networking, scripting, databases
  • Excellent technical and problem-solving skills
  • Superior written and verbal communication skills
  • Effective time management and multitasking
  • Ability to resolve escalated customer problems
  • Strong collaboration skills in an agile environment
Good to have:
  • Specialty in one other area beyond core technologies
Perks:
  • Learn and grow in a market-disrupting global company
  • Work in a fast-paced, collaborative, and creative environment
  • Endless internal career opportunities
  • NICE-FLEX hybrid work model (2 days office, 3 days remote)

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?
Quickly resolving issues with our software, especially those affecting customer contact centers, is crucial to mitigate financial risks for clients and enhance the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty.

How will you make an impact?

  • Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
  • Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
  • Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
  • Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
  • Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
  • Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
  • Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time.

Have you got what it takes? 

  • Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
  • 5+ years' technical customer service experience, preferably in technical support.
  • Minimum 3 years advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases.
  • Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
  • Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
  • Effective time management and multitasking abilities in interrupt-driven environments.
  • Proven ability to resolve escalated customer problems using internal and external resources.
  • Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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: 7471
Reporting into: 
Manager, Technical Support
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.

 

Similar Jobs

Epic Games - Knowledge Manager

Epic Games

Canada (On-Site)
3 Months ago
Keywords Studios - IT Senior Support Manager

Keywords Studios

County Dublin, Ireland (Hybrid)
3 Months ago
supercell - Senior UI/UX Designer

supercell

Helsinki, Uusimaa, Finland (On-Site)
3 Months ago
Applied materials  - System Qualification Engineer- eBeam Metrology

Applied materials

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Microsoft - Member of Technical Staff, AI Pretraining

Microsoft

London, England, United Kingdom (On-Site)
4 Months ago
bytedance - Datacenter Operation (DCO) - Infrastructure Engineering

bytedance

Kulai, Johor, Malaysia (On-Site)
9 Months ago
Thousand Eyes - Senior Engineering Manager, Account Management Platform

Thousand Eyes

San Francisco, California, United States (On-Site)
1 Month ago
Fanatee - BI Engineer

Fanatee

(Hybrid)
10 Months ago
CrowdStrike - Engineering Manager - LogScale Global Serverless Platform

CrowdStrike

Aarhus, Denmark (Remote)
2 Months ago
Assystems - Mechanical Engineer

Assystems

Culham, England, United Kingdom (Hybrid)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

BioFire - Field Medical Director

BioFire

United States (On-Site)
3 Weeks ago
Playtika - Mobile/C# Developer

Playtika

Romania (Hybrid)
9 Months ago
UXBERT Labs - Senior Solution Architect

UXBERT Labs

Riyadh, Riyadh Province, Saudi Arabia (Hybrid)
4 Months ago
Dave Ramsey - Senior Assistant

Dave Ramsey

Franklin, Tennessee, United States (On-Site)
1 Week ago
Neolytix - Credentialing Specialist/SME

Neolytix

Chicago, Illinois, United States (Hybrid)
1 Month ago
Western Digital - Engineer, Quality Assurance Engineering

Western Digital

Bayan Lepas, Penang, Malaysia (On-Site)
2 Weeks ago
GameChanger - Staff iOS Software Engineer, Gameday

GameChanger

United States (Remote)
4 Months ago
Toast - Retail Account Executive

Toast

Blacksburg, Virginia, United States (Hybrid)
1 Month ago
Riot Games - Game Designer III - Teamfight Tactics, Gameplay

Riot Games

Los Angeles, California, United States (On-Site)
5 Months ago
Shield AI - Director of Production (R3072)

Shield AI

Dallas, Texas, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Jobs in Manila, Metro Manila, Philippines

Ubisoft - Development Tester Intern

Ubisoft

Taguig, Metro Manila, Philippines (On-Site)
2 Months ago
Nagarro - Staff Engineer, PHP Drupal

Nagarro

Philippines (Remote)
9 Months ago
PwC - SAP FICO Professional Senior Associate

PwC

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

Dialpad AI

Pasig, Metro Manila, Philippines (On-Site)
3 Months ago
Nice - Senior Technical Support Engineer

Nice

Manila, Metro Manila, Philippines (Hybrid)
1 Month ago
Nice - Customer Service Engineer

Nice

Manila, Metro Manila, Philippines (On-Site)
1 Month ago
bytedance - Customer Success Manager - Lark - Philippines

bytedance

Taguig, Metro Manila, Philippines (On-Site)
9 Months ago
PwC - Associate (Proby)

PwC

Davao City, Davao Region, Philippines (On-Site)
10 Months ago
kooapps - QA Engineer

kooapps

Makati City, Metro Manila, Philippines (On-Site)
1 Year ago
IGG - Games Account Supervisor

IGG

Manila, Metro Manila, Philippines (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

PwC - Finance Transformation (SAP S/4 HANA- FICO) Senior Manager

PwC

Singapore (On-Site)
10 Months ago
Palo Alto Networks - Senior Technical Support Engineer, Focused Services

Palo Alto Networks

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Zuora - Application Support Engineer III

Zuora

Chennai, Tamil Nadu, India (On-Site)
1 Month ago
Sagecor - Software Engineer 2

Sagecor

Annapolis Junction, Maryland, United States (On-Site)
1 Month ago
Saronic Technologies - Mission Operations Engineer

Saronic Technologies

Virginia Beach, Virginia, United States (On-Site)
1 Week ago
Blinkhealth - Principal Software Engineer – LATAM

Blinkhealth

Pittsburgh, Pennsylvania, United States (On-Site)
2 Weeks ago
Assystems - Senior Hydraulic Engineer

Assystems

Gurugram, Haryana, India (On-Site)
9 Months ago
Ion - VMware Engineer, Italy

Ion

Italy (Hybrid)
9 Months ago
Bosch Group - SAP PLM Technical Consultant

Bosch Group

Coimbatore, Tamil Nadu, India (On-Site)
1 Month ago
Syniverse - Principal Sofware Engineer

Syniverse

Bengaluru, Karnataka, India (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

Sandy, Utah, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Hoboken, New Jersey, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Ra'anana, Center District, Israel (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