Buscojobs | Nice | Lead Technical Support Engineer
vor 14 Stunden
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.The Lead Technical Support Engineer is a senior member of the Technical Support team at NICE CXone.
As a DSE you are the point of contact for assigned large enterprise customers and provide advanced-level technical support to them.
You manage high-impact technical cases for your customers to ensure all break / fix issues are addressed quickly and appropriately.
You work with Technical Support Engineers (TSEs) who typically own many of your customers' technical support cases to ensure timely status updates, customer communication, duplication, and root cause correction.
You develop a relationship with key customer contacts and internal NICE CXone staff to enable efficient communication.As a Technical Support Engineer, a Typical Day Might Include the Following:Technical liaison for assigned DSE customers.Direct ownership for resolution and troubleshooting of cases, working cases yourself and partnering with other engineers assigned to cases.Close collaboration with Technical Support Engineers (TSEs) for timely status updates, customer communication, issue replication, and root cause correction.End-to-end case management to ensure all break / fix issues are addressed quickly and appropriately.Familiarization with the customers' technical environment through regular communication to improve teamwork and success.Internal Stakeholder Responsibilities:Teamwork and building relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.)
to ensure customer success.Organizing and leading multi-participant customer calls, including critical escalations with senior executive involvement.Providing regular updates on customer's technical support cases and discussing next steps.Functioning as a subject matter expert (SME) in one or more areas of the product domains.Leading cross-functional collaboration to drive process improvement and customer enablement initiatives.Providing proactive customer support during the implementation phase.To Land This Gig You'll Need:Education in a technology-related field or equivalent experience.Deep understanding of NICE CXone products from a technical / troubleshooting perspective.Minimum 5 years of experience in customer-facing advanced technical support work, preferably in a tier 2 / 3 technical support role.Account Management Experience:Experience managing enterprise-level customers in a technical support environment.Strong relationship-building skills with customers and stakeholders.Professional, assertive, articulate, and friendly verbal and written communication skills.Desired Technical Skills:Minimum of three years of experience in the following technical areas (all items are not required, but more is better):SaaS, Telecommunications, contact center software.Telephony ACD (Automated Call Distribution) Administration, SIP (Session Initiation Protocol), Route Management, VOIP (Voice Over Internet Protocol).Computer Networking - Administering a Network, Experience with Wireshark or other packet capture technologies.Scripting or Programming Experience Using APIs (Application Programming Interfaces).Proxies, firewalls, and VPN.Chrome Development Tools.Extensive industry experience in the contact center business.Superior analytical and problem-solving skills in high-pressure environments.Proven ability to resolve escalated customer problems.Ability to communicate effectively across all company teams.Flexible hours to meet customer needs and escalations.Alignment with NICE CXone's Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility, and Accountability.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.#J-18808-Ljbffr
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