Senior Technical Support Engineer, CX

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.
• Responsible to manage the customer relationship from a Technical Support perspective
• Establish an appropriate business relationship with key customer contacts and internal Nice/inContact staff alike
• To work with the account assigned Technical Account Managers/Key Account Managers to develop and execute a seamless plan to ensure that the customer is successful

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, relational databases, data/metric analysis, reporting both in real-time and historical platforms. Good to have knowledge in telecommunications, networking.
• Good to have SQL scripting experience.
• 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: 11441
Reporting into: Manager, Technical Support
Role Type: Individual Contributor