Senior Technical Support Engineer

So, what’s the role all about? 

 As a Senior Support engineer, your primary responsibility is to provide technical support to end users, ensuring efficient and effective utilization of NICE Service and Sales Performance Management, Contact Analytics, and/or WFM software solutions. You'll play a crucial role in maintaining the health and well-being of our customers' hosted solutions, resolving application issues promptly and in accordance with contractual SLAs. 

How will you make an impact?  

• Act as the front-line technical contact for customers (business partners and direct customers) 
• Receive customer escalations through tickets, emails, or calls and troubleshoot issues with a focus on achieving maximum customer satisfaction  
• Document and track all problems, inquiries, and events in the CRM system  
• Attempt to resolve cases remotely. If the complexity, urgency, or required skills are beyond your scope, escalate to the appropriate senior team member  
• Be proficient in monitoring cloud applications and infrastructure through various dashboards  
• Continuously monitor cloud environments for performance issues, security threats, and potential outages using automated tools and dashboards  
• Identify, diagnose, and troubleshoot cloud-related incidents according to established procedures. This includes escalating critical issues and collaborating with other cloud operations teams to resolve problems 
• Develop and utilize scripting solutions to automate routine tasks and improve operational efficiency 
• Provide technical support to internal teams regarding cloud resources and troubleshoot user-reported issues  
• Be able to mentor new team members 
•  

Have you got what it takes?  

• Strong troubleshooting and problem-solving skills. 
• Excellent communication / interpersonal skills 
• Team Player - ability to work well in a close team environment. 

• Customer support experience, international is advantage. 
• A strong aptitude for investigation, analysis and problem solving. 
• Ability to work effectively under pressure and in fast-paced environments. 
• Excellent communication and documentation skills 
• Willingness to work in 24/7  

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: 4138 
Reporting into: Tech Manager

Role Type: Individual Contributor