Senior Technical Support Engineer

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?

 A Senior Technical Support Engineer serves as the main technical contact for large enterprise customers, ensuring their high-impact technical issues are resolved promptly. They oversee case management, provide guidance, and maintain effective communication between customers and internal teams. The goal is to deliver top-notch technical support and build strong customer relationships to maximize satisfaction.

How will you make an impact? 

• Resolve technical cases for customers and serve as their technical liaison.
• Collaborate with TSEs for efficient case management and issue resolution.
• Proactively manage cases, suggest improvements, and stay updated on customers' technical environments for better teamwork.
• Foster collaboration with internal stakeholders to ensure customer success through seamless planning and execution.
• Lead multi-participant customer calls, including critical escalations involving senior executives, and provide regular updates on support cases.
• Serve as a subject matter expert in product domains, driving cross-functional collaboration for process improvement and customer enablement initiatives.
• Offer proactive customer support and act as a Technical Subject Matter Expert (SME) during the implementation phase, providing technical solutions consultations and process alignment.
• Experience managing enterprise-level customers, building strong relationships, and demonstrating professional and friendly communication skills for effective issue resolution in technical support environments. 

Have you got what it takes?

• Minimum three years of experience in administering or supporting technical areas such as SaaS, telecommunications, contact center software, telephony ACD administration, SIP, VOIP, computer networking, scripting, or programming, proxies, firewalls, VPNs, and Chrome Development Tools.
• Extensive industry experience, including understanding contact center business and general market trends.
• Superior analytical and problem-solving skills in managing diverse and complex issues in high-pressure environments.
• Proven ability to resolve escalated customer problems using internal and external resources.
• Demonstrated capability to work independently within a larger team.
• Effective communication across various company teams, including Product Management, R&D, QA, Professional Services, and Executive/Senior Management.
• Flexible work hours aligned with customer needs, serving as a role model for NICE's Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility, and Accountability. 

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: 5644
Reporting into: Manager Technical Support
Role Type: Individual Contributor

About NICE

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.