Senior WFM Support Engineer

Summary

Join NICE, a global leader in software solutions, as a Senior Technical Support Engineer dedicated to a high-priority customer. You will provide expert guidance and support to end users on their Workforce Management (WFM) software, collaborating with various NICE teams to ensure optimal performance. This crucial role involves troubleshooting complex issues, maintaining high customer satisfaction, and participating in knowledge transfer. The position requires a minimum of two years of experience supporting large enterprise software clients and excellent troubleshooting skills with AWS solutions and SQL Server. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

• Minimum 2-year experience supporting large, global, complex enterprise software clients
• Excellent troubleshooting skills of AWS solutions
• Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc
• Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention
• Must be available to participate in an on-call rotation to provide 24x7 support to the client
• Excellent verbal and written communication skills

Responsibilities

• Work with various NICE departments (Support and R&D) and the customer for end-to-end resolution of issues
• Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Participate in knowledge transfer activities as required
• Work in accordance with NICE support process, procedures, contractual SLA’s
• Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA

Benefits

• 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