So, what's the role all about
As a Technical Support Engineer, prompt resolution of software issues is critical to reducing financial risks for clients and optimizing the value of our solutions. Swiftly restoring service, enhancing comprehension, and addressing persistent issues elevate customer satisfaction, securing their sustained success and unwavering loyalty.
How will you make an impact
- 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 certifications, and provide training and support to colleagues in real-time.
Have you got what it takes
- 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 drive escalated customer problems to resolution using internal and external resources.
- Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.
- Database Proficiency: Skilled in SQL engines such as Oracle, MySQL, or PostgreSQL.
- Ticketing System Experience: Familiarity with platforms like Salesforce or Jira.
- Scripting Skills: Experience in Bash, Python, or Java is preferred.
- Cloud Experience: AWS knowledge is a plus.
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
What's in it for you
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! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
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.
Requisition ID: 5289
Reporting into: Manager Technical Support
Role Type: Individual Contributor
