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 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 as well as partnering with other engineers assigned to cases for your customers.Close collaboration 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 building relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.)
to ensure customer success.Organizing and leading multi-participant customer calls, including critical and difficult escalations with senior executive involvement.Providing updates on customer's technical support cases, discussing next steps and potential areas of improvement.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 for open cases during the implementation phase.Acting as a Technical SME for specific technical product support during the implementation phase.To Land This Gig You'll NeedEducation 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 ExperienceExperience managing enterprise-level customers in a technical support environment.Demonstrated strong relationships with customers and stakeholders to resolve break/fix issues.Professional, assertive, articulate, and friendly verbal and written communication skills.Desired Technical SkillsMinimum of three years of experience administering, architecting, or supporting the following technical areas: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.Proxies, firewalls, and VPN.Chrome Development Tools.Extensive industry experience in the contact center business.Superior analytical and problem-solving skills.Proven ability to resolve escalated customer problems.Ability to communicate effectively across all company teams.May need to work flexible hours to meet customer needs.Role model of NICE CXone's Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility, and Accountability.About NICENICE software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences.
Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.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 any protected category.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *LinkedIn ProfileWebsiteDo you have any first-degree relatives currently employed by NICE or any of its subsidiaries?
* Select...Have you ever worked at NICE or any of its subsidiaries?
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