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Senior Technical Support Engineer

3 months ago

Atlanta, Georgia, United States NICE Full time

At NICE, we dont limit our challenges. We challenge our limits. Constantly. Were relentless. Were ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if youre like us, we can offer you the kind of challenge that will light a fire within you.

So, whats the role all about?

NICE is looking for a Senior Technical Support Engineer to join our Customer Support Team supporting our NICE Analytics Solutions globally.

Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call Rota.

How will you make an impact?

  • Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
  • Conduct thorough and detailed troubleshooting to provide quality support to clients
  • Manage customer & business partner expectations effectively to prevent escalations
  • Maintain high customer satisfaction throughout the problem resolution process
  • Work in accordance with NICE support processes, procedures, and contractual SLAs
  • Work with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution
  • Participate in knowledge transfer activities as required
  • Track clear case updates on analysis throughout the lifecycle of a case
  • Provide deep dive analysis before consulting/engaging R&D
  • Provide clear case descriptions, symptoms and business impact statements etc.
  • Share knowledge with and mentor / coach other engineers
  • Manage case and customer updates on progress and next steps within SLA

Have you got what it takes?

  • 3+ years of Experience in Web Applications support
  • Experience in Database Troubleshooting and Tuning (MS SQL)
  • Experience in IT (Network and system) support working on server issues mainly
  • Strong troubleshooting and problem-solving skills
  • Experience in technical support serving global enterprise level customer accounts

Whats 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: 3758
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 torace, 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.