Senior Technical Support Engineer

Summary

Join NiCE, a global leader in software solutions, as a Senior Technical Support Engineer III. In this role, you will provide advanced technical assistance to other engineers and directly address challenging customer issues. As a subject matter expert, you will lead collaborations, mentor colleagues, identify broader issues, and advise leadership. You will handle critical escalations, provide backup, and contribute valuable insights. This position requires a Bachelor's degree or equivalent experience and over 7 years of experience in technical customer service, particularly in SaaS software and/or telecommunications. The role offers a hybrid work model (NiCE-FLEX) with opportunities for professional growth within a dynamic and innovative company.

Requirements

• Bachelor’s degree in computer science, Business Information Systems, Networking or similar field, or equivalent work experience required
• Over 7 years of experience in technical customer service, particularly in SaaS software and/or telecommunications technical support roles
• Minimum of 6 years of advanced knowledge and experience with technologies such as SaaS, telecommunications, contact center software, networking technologies, scripting, load balancers, proxies, firewalls, and relational databases
• Excellent technical, analytical, and problem-solving skills for handling diverse and complex issues in high-pressure, multi-platform environments
• Superior written and verbal communication skills, with the ability to capture details accurately and build confidence among stakeholders
• Strong time management skills, enabling effective multitasking and prioritization in an interrupt-driven environment
• Proven ability to drive escalated customer problems to resolution, collaborate effectively across company teams, and adapt quickly to changes in a fast-paced, agile environment

Responsibilities

• Demonstrate deep subject matter expertise in core technologies and additional specialty areas, providing expert technical assistance and mentoring to internal colleagues and customers
• Communicate professionally and assertively through verbal and written channels, taking ownership of troubleshooting efforts and ensuring confidence in progress towards resolution
• Lead collaboration efforts within the technical support team and other organizations, ensuring engagement aligns with issue severity and resolution targets are met within SLAs
• Proactively manage and prioritize cases based on severity and personal skills, assisting colleagues in resolving complex issues and improving their skills
• Maintain certifications and create/update knowledgebase content, coaching others on best practices and ensuring documentation is complete and current
• Identify, document, and report software issues to relevant teams, working to improve bug reporting processes and product usability
• Demonstrate advanced knowledge of analytics tools, networking technologies, and industry practices, providing training and mentoring to colleagues and staying updated on industry trends
• Experience managing enterprise-level customers, building strong relationships, and demonstrating professional and friendly communication skills for effective issue resolution in technical support environments

Benefits

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