Technical Support Engineer • Senior

Who you are

You are a seasoned Technical Support Engineer with a strong background in providing advanced technical support to enterprise customers. With a minimum of 5 years of experience in technical support or a related field, you have developed the skills necessary to manage high-impact technical cases effectively. Your ability to communicate clearly and build relationships with key customer contacts sets you apart in this role. You are comfortable working in a fast-paced environment and are adept at troubleshooting complex technical issues.

You possess a deep understanding of technical support processes and have experience working with various technical teams to ensure customer satisfaction. Your strong problem-solving skills enable you to address break/fix issues quickly and efficiently. You are also familiar with compliance requirements and understand the importance of maintaining security standards in your work.

What you'll do

As a Senior Technical Support Engineer at NICE, you will be the primary point of contact for assigned large enterprise customers, providing them with advanced-level technical support. Your key responsibility will be to take ownership of the resolution and troubleshooting of technical cases, ensuring that all issues are addressed promptly. You will collaborate with Technical Support Engineers (TSEs) to provide timely status updates and maintain effective communication with customers.

You will develop strong relationships with key customer contacts and internal staff to facilitate efficient communication and problem resolution. Your role will involve working on a rotational roster, providing on-call support as needed based on business requirements. You will also be responsible for ensuring compliance with security standards, which may require you to work onsite at least two days a week.

What we offer

NICE offers a dynamic work environment where you can challenge your limits and grow your career. You will be part of a team that values ambition and innovation, working alongside over 8,500 employees across 30+ countries. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace. Join us and be part of a company that is committed to making a difference in the technical support landscape.