Support Engineer

Summary

Join NICE, a global leader in software solutions, and become our next Technical Support Engineer. This role focuses on providing technical support for Playvox, NICE's cloud-based workforce and quality management platform. You will diagnose and resolve technical issues, contribute to the knowledge base, and ensure seamless customer experiences. The ideal candidate possesses 2-4 years of application production support experience, preferably with SaaS applications on major cloud platforms. A strong understanding of cloud applications, exceptional troubleshooting skills, and familiarity with CRM and telephony platforms are essential. NICE offers a hybrid work model (NICE-FLEX) with opportunities for professional growth and development within a collaborative and creative environment.

Requirements

• Should have 2-4 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
• At least 1 year 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
• Good IT skills in troubleshooting and ownership from begin to end

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
• Telephony background would be an extra perk to have

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