Technical Support Engineer

Summary

Join NiCE, a global market leader, and become a crucial member of our team, quickly resolving software issues impacting customer contact centers. You will demonstrate deep technical expertise, provide advanced support, and mentor colleagues. Your responsibilities include troubleshooting, process improvement, and ensuring cases meet SLA targets. This role requires a Bachelor's degree or equivalent experience, 5+ years of technical customer service, and advanced knowledge of various technologies. NiCE offers a flexible hybrid work model (NICE-FLEX) with 2 days in the office and 3 days remote, along with the chance to work in a collaborative and creative environment.

Requirements

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required
• 5+ years' technical customer service experience, preferably in technical support
• Minimum 3 years advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases
• Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach
• Effective time management and multitasking abilities in interrupt-driven environments
• Proven ability to resolve escalated customer problems using internal and external resources
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment

Responsibilities

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time

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!
• 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