[Hiring] Senior Technical Support Engineer @NICE

Role 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.

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.
• Use tools and advanced expertise to pull and effectively analyze 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.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge, and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyze 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 resolution.
• Provide root cause correction, not just symptom relief.
• Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue.
• Proactively manage personally assigned cases and cases from the queue based upon severity and priority.
• Open and monitor incidents created with 3rd party providers.
• Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Centered Service (KCS) Publisher.
• Create useful knowledge content and update existing knowledgebase articles using KCS methodology.
• Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams.
• Gather, validate, and document all pertinent details related to an issue believed to be a bug.
• Develop and maintain consistent and exemplary performance on all key performance indicators.
• Properly de-escalate customers through expert communication and resource engagement.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products.
• Provide training to colleagues in real time as you perform your work.
• Develop training materials, best practice documentation, and other resources.
• Ability to work a flexible schedule and provide on-call services as needed.

Qualifications

• 5+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• 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 for diverse and complex issues in high-pressure environments.
• Excellent professional, written and verbal communications skills.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment.
• Proven ability to utilize, create, and update knowledgebase resources.
• 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 and think on your feet.

Requirements

• 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 and understanding of conceptual use.
• Competent in database and SQL concepts.

Education Requirement

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Company Description

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.