Support Engineer • Senior

Who you are

You have a strong background in technical support, with at least 5 years of experience in a similar role. Your expertise includes advanced troubleshooting across various platforms, particularly with NICE, Avaya, and Microsoft Teams. You excel in incident management and have a proven track record of resolving complex issues while maintaining high customer satisfaction. You are a strategic thinker who can conduct Root Cause Analysis (RCA) for recurring issues and effectively communicate insights to stakeholders. Your ability to collaborate cross-functionally ensures that you can drive operational excellence and continuous improvement in customer environments. You thrive in a fast-paced environment and are comfortable managing multiple priorities while adhering to SLAs.

Desirable

Experience with compliance and governance in managed services is a plus. Familiarity with change control processes will enhance your ability to support our enterprise customers effectively. You are a proactive communicator who can build trust and rapport with clients, ensuring they feel supported and valued.

What you'll do

As a Senior Dedicated Support Engineer at NICE, you will serve as the primary contact for customer-raised incidents and service disruptions. Your role involves performing advanced troubleshooting across platforms, ensuring that all incidents are resolved within agreed SLAs. You will escalate complex issues to higher tiers or vendors and drive resolution to closure. Conducting Root Cause Analysis (RCA) for recurring issues will be a key responsibility, allowing you to share valuable insights with stakeholders to prevent future occurrences. You will also engage in change management processes, ensuring that all changes are documented and communicated effectively to minimize disruption.

In addition to incident management, you will focus on maintaining system stability and continuous improvement across customer environments. Your role will require you to collaborate closely with cross-functional teams to enhance service delivery and operational efficiency. You will be expected to maintain high customer satisfaction (CSAT) scores by delivering exceptional support and fostering strong relationships with clients.

What we offer

At NICE, we offer a dynamic work environment where you can challenge your limits and grow your career. You will have the opportunity to work with a talented team of professionals dedicated to delivering high-quality support to our enterprise customers. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Our commitment to employee development means you will have access to training and resources to enhance your skills and advance your career. We provide competitive compensation and benefits, ensuring that you are rewarded for your contributions to our success.