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.
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, including working cases yourself and partnering with other engineers assigned to cases for your assigned customers.Work closely with Technical Support Engineers (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.
DSEs also proactively review, evaluate, and make recommendations for case reduction.Familiarization with the customers' technical environment through regular communication and sharing that detail with others to improve teamwork and success.Internal Stakeholder Responsibilities:Teamwork and build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.)
to develop and execute a seamless plan to ensure customer success.Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.Provide updates on customer's technical support cases, discussing next steps and potential areas of 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 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 a 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.Demonstrates strong relationships with customers and stakeholders to resolve break/fix issues.Verbal and written communication are professional, assertive, articulate, and friendly.Desired Technical Skills:Minimum of three years of experience administering, architecting, or supporting technical areas such as SaaS, Telecommunications, and contact center software.Experience with Telephony ACD, SIP, Route Management, and VOIP.Computer Networking experience, including administering a network and using packet capture technologies.Scripting or Programming Experience Using APIs.Knowledge of proxies, firewalls, and VPN.Experience with Chrome Development Tools.Extensive industry experience and understanding of the contact center business.Superior analytical and problem-solving skills.Proven ability to resolve escalated customer problems utilizing appropriate resources.Demonstrated ability to work independently as part of a larger team.Ability to communicate effectively across all company teams.May need to work flexible hours to meet customer needs.Generally, will work at designated shifts aligned with the customer.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, 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.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *LinkedIn ProfileWebsiteDo you have any first-degree relatives employed by NICE?
* Select...Have you ever worked at NICE?
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