NICE
SaaS
SeniorTechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Engineer at NICE. Skills: Technical Support, Problem Solving, Customer Service, Communication. Demonstrate subject matter expertise. Provide advanced technical support”
What You'll Achieve.
Restore service; Improve customer understanding; Resolve chronic issues; Reduce financial risk; Progress towards resolution; Improve efficiency and effectiveness; Accelerate cases toward timely resolution; Eliminate recurrence of issues; Fully resolve problems; Model higher-level achievement; Provide excellent service
Industry & Context.
Analytical skills; Problem-solving skills; Troubleshooting skills
Flexible schedule, On-call services
What They're Looking For.
Must Have
5+ years’ work experience in a technical customer service role, Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL), Excellent technical, analytical, and problem-solving skills, Excellent professional, written and verbal communications skills, Time management skills, Ability to multi-task and maintain professional composure, Superior analytical and problem-solving skills, Proven ability to utilize, create and update knowledgebase resources, Proven ability to drive escalated customer problems to resolution, Ability to communicate effectively across all company teams, Industry experience including understanding of the contact centre business, Understanding of networking technologies and telecommunications architecture, Demonstrated ability to work independently as part of a larger team, Ability to excel in a fast-paced, agile environment, Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
Nice to Have
Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services, Experience in a technical support role in a software or telecommunications environment, Workforce Management software and/or outbound dialler experience, Web Services and API knowledge, Competent in database and SQL concepts
What You'll Do.
Demonstrate subject matter expertise
Provide advanced technical support
Determine root cause of issues
Take ownership of communication
Encourage productive debate
Improve procedures and processes
Ensure SLA targets are met
Assist colleagues in accelerating cases
Provide root cause correction
Eliminate recurrence of issues
Manage assigned cases
Open and monitor incidents with 3rd parties
Work with internal stakeholders
Create knowledge content
Update knowledgebase articles
Provide coaching on KCS
Document and report software issues
Gather and document issue details
De-escalate customers
Handle complex and escalated cases
Develop training materials
Develop best practice documentation
How You'll Work.
Team & Collaboration
Work with other internal stakeholders; Communicate across company teams; Collaborate with Product Management; Collaborate with Research and Development; Collaborate with Quality Assurance; Collaborate with Professional Services; Collaborate with Executive/Senior Management
Communication Scope
Assertive verbal and written communication; Articulate verbal and written communication; Friendly verbal and written communication; Professional communication
Full Job Description
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems. How will you make an impact? Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty. Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues. Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution. Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work. Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems. Be influential in improving procedures and processes that improve our efficiency and effectiveness. Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resoluti
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