Senior Support Engineer

Summary

Join NICE, a global leader in AI, cloud, and digital solutions, as a Technical Support Engineer for their Playvox product. This role involves diagnosing and resolving technical issues related to Playvox's cloud applications, ensuring customer satisfaction through timely and accurate technical assistance. You will contribute to the knowledge base, maintain system stability, and prioritize daily tasks, including managing critical issues. The ideal candidate will have 4-7 years of experience in application production support, particularly on SaaS hosted applications on AWS, Azure, or Google Cloud, along with a strong understanding of cloud applications and exceptional troubleshooting skills.

Requirements

• Should have 4-7 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud
• Working knowledge of administrating UNIX, Linux or Windows servers
• Should have working knowledge of DB, MongoDB/MSSQL
• Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer

Responsibilities

• Diagnose and resolve issues related to Playvox Nice cloud applications
• Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability
• Provide timely and accurate technical assistance through a ticketing system
• Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times
• Maintain quality and on-going internal and external communication throughout your analysis
• Prioritize daily tasks and manage critical issues and situations
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes
• Assist customer support (Tier 2 teams) with troubleshooting product issues/questions

Preferred Qualifications

• Good to have knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc
• Good to know platform tools such as Postman to replicate, test, and debug API requests
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications
• At least 4+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within contact center applications
• At least basic knowledge on Wireshark, Microsoft Office
• Telephony background would be an extra perk to have
• Good IT skills in troubleshooting and ownership from begin to end

Benefits

• 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
• 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