Lead Technical Support Engineer
Vor 2 Tagen
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.
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.
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 and effective communication.
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 independently and partnering with other engineers.Close collaboration with Technical Support Engineers (TSEs) to ensure timely updates, customer communication, issue replication, and root cause correction.End-to-end case management to ensure all break/fix issues are addressed quickly.
Proactively review, evaluate, and recommend case reduction strategies.Familiarization with the customers' technical environment through regular communication and sharing details to improve teamwork and success.Internal Stakeholder Responsibilities:Build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.)
to develop and execute a seamless plan for customer success.Organize and lead multi-participant customer calls, including critical escalations with senior executive involvement.Provide regular updates on customer's technical support cases, discussing next steps and potential areas for improvement.Function as a subject matter expert (SME) in one or more areas of the product domains.Lead cross-functional collaboration to drive process improvement and customer enablement initiatives.Provide proactive customer support during the implementation phase, including technical solutions consultations and process alignment.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.Demonstrated strong relationship management with customers and stakeholders to resolve break/fix issues.Professional, assertive, articulate, and friendly verbal and written communication skills.Desired Technical Skills:Minimum of three years of experience in administering, architecting, or supporting technical areas (not all required):SaaS, Telecommunications, contact center software.Telephony ACD Administration, SIP, Route Management, VOIP.Computer Networking - Administering a Network, experience with Wireshark or other packet capture technologies.Scripting or Programming Experience Using APIs.Proxies, firewalls, and VPN.Chrome Development Tools.Industry experience with contact center business and market trends.Superior analytical and problem-solving skills in high-pressure environments.Proven ability to resolve escalated customer problems utilizing internal and external resources.Ability to work independently as part of a larger team.Effective communication across company teams to resolve technical issues.Willingness to work flexible hours to meet customer needs.About NICENICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences.
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.
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