Team Lead, Customer Service Engineer/Technical Support

Summary

Join NICE and lead a high-performing customer service engineer/technical support team, providing 24x7 support to clients and partners. You will be responsible for troubleshooting issues, building a positive team environment, and driving best-in-class support experiences. This role requires a highly driven and motivated leader with experience in SaaS support and strong problem-solving skills. You will work collaboratively with internal departments and executive management to ensure timely resolution of issues. The position includes on-call responsibilities and utilizes NICE-FLEX hybrid work model (2 days in office, 3 days remote). NICE offers a dynamic work environment and opportunities for professional growth.

Requirements

• Experience leading a customer service engineer / technical support team in the CCaaS/SaaS field
• Strong communication skills, and skills in building organizational partnerships - across a complex stakeholder network in cross-functional teams
• Experience in customer service engineer / technical support in the SaaS field
• A keen problem solver with a passion for learning
• Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels
• Ability to personally interact with customers, customer success, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience
• Passion for working in an agile work experience
• Ability to successfully work in a team-oriented, highly collaborative environment
• Ability to provide clear, succinct communication
• Ability to manage customer crisis expectations within service level agreements
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment

Responsibilities

• Build a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act decisively
• Oversees problem isolation, issue resolution, and escalation management according to pre-defined protocols
• Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps your direct reports improve their performance
• Leverage resources to help employees develop skills and support their career interests
• Deliver results through teamwork
• Maintains communication with functional managers and executive management to ensure issues are resolved
• Ensures ticket documentation is clear and accurate. Drives trouble tickets to resolution within the allotted mean time to repair
• Leads and participates in internal meetings, such as operation reviews
• Provides support to technical staff, partners, and end users; identify, research, and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems
• Develops, documents, implements, and maintains processes and procedures for the day-to-day operations and the integration of new services
• Makes recommendations for changes and improvements and communicate to senior management
• Develops and maintain process and procedural report generation
• Learn Clients’ business processes to manage expectations effectively to prevent escalations
• Conduct thorough and detailed troubleshooting to provide quality support to clients
• Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions
• Troubleshoot network and data feed issues, including API, improperly uploaded files, SFTP misconfiguration, alarms, and any customer impacting network issues
• Conduct deep dive analysis before engaging other teams for resolution
• Engage with clients and partners to provide status updates for solutions to restore service
• Collaborate with other teams to exceed Service Level Agreements for restoration
• Drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA)
• Collect, organize, analyses, and disseminate information, with attention to detail and accuracy
• Use JIRA to intake, manage, and facilitate issue resolution
• Maintains detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff
• Always follow the company Code of Ethics and Nice policies and procedures
• Collaborate to improve organizational readiness by participating in key business planning initiatives and ensures the execution of decisions throughout the organization
• Communicates in an effective and professional way with customers internally and externally of NICE
• Availability out of hours as required (nights/weekends) to address critical issues
• Provide on-call support to customers
• And other Team Leader and Customer Service Engineering responsibilities

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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere