NICE
SaaS
TeamLead,TechnicalSupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Team Lead, Technical Support at NICE. Skills: Technical support, Problem-solving, Communication, Customer service. Provide advanced technical support. Analyse logs, traces, packet captures”
What You'll Achieve.
Restore service; Improve customer understanding; Resolve chronic issues; Reduce financial risk; Progressing towards resolution; Improve efficiency and effectiveness; Progressing according to SLA targets; Accelerate cases toward timely resolution; Eliminate recurrence of the issue; Fully resolve problems; Achieve higher-level achievement on KPIs
Industry & Context.
Advanced technical support; Determine root cause of issues; Troubleshooting; Problem diagnosis; Problem resolution; Analytical skills; Critical thinking
Ability to work a flexible schedule, Provide on-call services
What They're Looking For.
Must Have
7+ 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 VOIP, QoS SIP, APIs, BOTs TCP/IP, HTTP, HTTPS, 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 (PBX, Carriers, VoIP), 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, MPLS, SIP, 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 and understanding of conceptual use, Competent in database and SQL concepts
What You'll Do.
Provide advanced technical support
Determine root cause of issues
Manage troubleshooting efforts
Improve procedures and processes
Ensure case progression
Assist colleagues in accelerating cases
Provide root cause correction
Evaluate problem facets
Manage assigned cases
Monitor incidents with 3rd party providers
Create knowledge content
Update knowledgebase articles
Provide coaching on KCS best practices
Report issues with software
and document issue details
De-escalate customers
Handle complex and escalated cases
Analyse technical diagrams
Provide training to colleagues
Develop training materials
How You'll Work.
Team & Collaboration
Work with other internal stakeholders; Communicate across company teams (Product Management, R&D, QA, Professional Services, Management); Work as part of a larger team
Communication Scope
Professional, assertive, articulate, and friendly verbal and written communication; Ownership of communication needs; Building confidence across customers and stakeholders; Effective communication across all company teams; Assertive, articulate, and friendly communication; Positive 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. Team Lead, Technical Support. 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 thei
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