Lead Technical Support Engineer
vor 1 Monat
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, partnering with other engineers assigned to cases.Close collaboration with TSEs to ensure 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.Internal Stakeholder Responsibilities: Build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.)
to ensure customer success.Organize and lead multi-participant customer calls, including critical escalations with senior executive involvement.Provide updates on customer's technical support cases and discuss next steps.Function as a subject matter expert (SME) in one or more product domains.Lead cross-functional collaboration to drive process improvement and customer enablement initiatives.Customer Engagement during Implementation Phase: Provide proactive customer support for open cases during the implementation phase.Act as a Technical SME for specific technical product support during the implementation phase.To Land This Gig You'll Need: Education in a technology-related field or equivalent experience.Preferably 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 management skills to resolve break/fix issues.Professional verbal and written communication skills.Desired Technical Skills: Minimum of three years of experience in areas such as SaaS, Telecommunications, and contact center software.Experience with Telephony ACD, SIP, VOIP, and Computer Networking.Scripting or Programming Experience Using APIs.Knowledge of proxies, firewalls, and VPN.Experience with Chrome Development Tools.Understanding of the contact center business and market trends.Superior analytical and problem-solving skills.Ability to work independently and as part of a team.Effective communication across all company teams.Ability to work flexible hours as needed.Role model of 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 and ensure public safety.
NICE is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to any category protected by law.
#J-18808-Ljbffr
-
Graduate Technical Support Engineer
vor 4 Wochen
Melbourne, Österreich Orion Electrotech Ltd VollzeitGraduate Technical Support EngineerKickstart your career in engineering with this exciting opportunity!About the RoleWe're looking for a proactive Graduate Technical Support Engineer to join our team.Acting as a bridge between customers and internal engineering teams, you'll support technical inquiries, produce accurate product estimates, and help ensure...
-
Technical Support Engineer
vor 3 Monaten
Melbourne, Österreich Clenergy (Xiamen) Technology Co., Ltd. VollzeitOur partners count on us before, during and after the installation.Ready to Power a Greener Future?Join Clenergy!At Clenergy, we lead innovation in the renewable energy industry with over 17 years of excellence in Australia.As market leaders with a global presence and multi-awarded as Australia's Top Mounting Manufacturers for 2023 and 2024, we shape the...
-
Technical Support Engineer
vor 3 Monaten
Melbourne, Österreich Clenergy (Xiamen) Technology Co., Ltd. VollzeitOur partners count on us before, during and after the installation.Ready to Power a Greener Future? Join Clenergy! At Clenergy, we lead innovation in the renewable energy industry with over 17 years of excellence in Australia. As market leaders with a global presence and multi-awarded as Australia's Top Mounting Manufacturers for 2023 and 2024, we shape the...
-
Technical Support Engineer
vor 2 Monaten
Melbourne, Österreich Regional Express (Rex) VollzeitAn excellent opportunity exists for a suitably qualified individual to join Pel-Air as a full-time B1 Technical Support Engineer.This position can be based at Sydney, Wagga Wagga, Ballarat or Melbourne.Description of Position DutiesProvide technical support to Engineering and Flight Operations for the Aircraft Fleet.(PC24, B300/200, Piper and Cessna)Assist...
-
Technical Support Engineer
vor 2 Monaten
Melbourne, Österreich Tideri Jobbörse VollzeitOur partners count on us before, during and after the installation.Ready to Power a Greener Future?Join Clenergy!At Clenergy, we lead innovation in the renewable energy industry with over 17 years of excellence in Australia.As market leaders with a global presence and multi-awarded as Australia's Top Mounting Manufacturers for 2023 and 2024, we shape the...
-
Graduate Technical Support Engineer
vor 4 Wochen
Melbourne, Österreich Orion Electrotech Ltd VollzeitGraduate Technical Support EngineerKickstart your career in engineering with this exciting opportunity!About the RoleWe're looking for a proactive Graduate Technical Support Engineer to join our team. Acting as a bridge between customers and internal engineering teams, you'll support technical inquiries, produce accurate product estimates, and help ensure...
-
Baker Hughes | Lead Technical Support Engineer
vor 4 Wochen
Melbourne, Österreich Buscojobs VollzeitLead Technical Support Engineer - Wireline Services Would you like to join our Wireline Services Product Line?Do you like working in collaborative teams and solving technical problems?Join our Wireline Services Team! The Wireline services product line offers a complete range of downhole well logging technology and services for every environment.We are...
-
Senior Technical Support Engineer
vor 1 Monat
Melbourne, Österreich Dbg Health VollzeitThis is a great opportunity to get your foot in the door with a growing pharmaceutical market leader.18th November, 2024Senior Technical Support EngineerDBG Health is a leading independent health, wellness, and beauty company headquartered in Melbourne.With a team of over 800 dedicated professionals, we are committed to delivering affordable and innovative...
-
Bilingual Technical Support
vor 4 Wochen
Melbourne, Österreich Buscojobs VollzeitBilingual Technical Support (Mechanical) Engineer (Japanese-speaking) About This Position: Join a global leader in modular conveyor solutions, known for innovation and quality.Our client provides cutting-edge technology across various industries, and they are looking for a Bilingual Technical Support Engineer to join their team.This role offers the...
-
Eoi: Maintenance Technical Support Engineer
vor 1 Monat
Melbourne, Österreich Clearcompany VollzeitLooking for an experienced Maintenance Technical Support Engineer to join Alstom team in Preston.This short-term role offers a unique opportunity to work on critical projects, ensuring high-quality technical support and the successful delivery of key milestones.Client Details At Alstom, from high-speed trains, metros, monorails, trams, to turnkey systems,...
-
Associate Technical Support Engineer
vor 4 Stunden
Melbourne, Österreich Sps Commerce VollzeitDescriptionSPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners.We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued.Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply...
-
Project Engineer/Technical Supervisor
vor 4 Wochen
Melbourne, Österreich Technical Resources VollzeitCivil Project Engineer/Technical SupervisorRoster: 8:6Hours: 12hrs/dayDuration: 40-week durationStarting: Late November 2024Requirements: Concrete and Earthworks (bulk/detailed) experience essentialStrong QA/QC backgroundClient-side experience preferredFor more information on the role, the client, or the project, please click 'APPLY' or contact:Cady...
-
Senior Technical Support Engineer
vor 1 Monat
Melbourne, Österreich Dbg Health VollzeitThis is a great opportunity to get your foot in the door with a growing pharmaceutical market leader.18th November, 2024Senior Technical Support EngineerDBG Health is a leading independent health, wellness, and beauty company headquartered in Melbourne. With a team of over 800 dedicated professionals, we are committed to delivering affordable and innovative...
-
Lead, Technical Support
vor 4 Wochen
Melbourne, Österreich State Government Of Victoria, Australia VollzeitOccupation: IT and TelecommunicationsReference: 6273Suburban Rail Loop (SRL) is an integrated transport infrastructure and precincts planning project that will deliver a 90km rail line linking every major train service from the Frankston Line to the Werribee Line via Melbourne Airport. Suburban Rail Loop Authority (SRLA) is the statutory body established to...
-
Melbourne, Österreich Amazon VollzeitThis is a Technical Support Engineer, Amazon Robotics Technical Support (ARTS) role with one of the leading companies in AU right now 🔥 -- Amazon -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Amazon 🧐🧐**DESCRIPTION** Are you inspired by invention? Is...
-
Technical Support Engineer – Energy Storage
vor 1 Monat
Melbourne, Österreich Buscojobs VollzeitTechnical Support Engineer – Energy StorageRemote • Sydney, New South Wales, AustraliaThe Harry James Group is working in partnership with a sustainable energy company, looking for a Technical Support Engineer to join their Energy Storage and Optimization Lifecycle Management team.Seeking an individual that is passionate about energy storage and clean...
-
Melbourne, Österreich Amazon VollzeitTechnical Support Engineer, Amazon Robotics Technical Support (ARTS)Our mission is to be Earth's most customer-centric company. This is what unites Amazonians across teams and geographies as we are all striving to delight our customers and make their lives easier, one innovative product, service, and idea at a time.Software engineeringFull-timeOffice |...
-
Melbourne, Österreich Amazon VollzeitThis is a Technical Support Engineer, Amazon Robotics Technical Support (ARTS) role with one of the leading companies in AU right now 🔥 -- Amazon -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Amazon 🧐🧐## DESCRIPTION Are you inspired by invention? Is...
-
Melbourne, Österreich Tideri Jobbörse VollzeitGraduate Technical Support Engineer Kickstart your career in engineering with this exciting opportunity!About the RoleWe're looking for a proactive Graduate Technical Support Engineer to join our team.Acting as a bridge between customers and internal engineering teams, you'll support technical inquiries, produce accurate product estimates, and help ensure...
-
Sales Support Engineer
vor 1 Monat
Melbourne, Österreich Buscojobs VollzeitCountry : AustraliaRole : Sales Support EngineerFull / Part-time : Full timeBuild a career with confidence! Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come.From the beginning, we've led in inventing new technologies and...
