Support Engineer • Mid-Level

Who you are

You have a strong background in technical support, ideally with experience in software solutions like NICE Nexidia and related applications. You are skilled in troubleshooting and problem resolution, with a focus on delivering high-quality support to end users. Your communication skills are top-notch, allowing you to maintain effective dialogue with customers and internal teams alike. You thrive in a collaborative environment, working closely with R&D groups and customer support teams to address complex issues. You are proactive in documenting solutions and contributing to knowledge bases, ensuring that information is shared and utilized effectively. You are comfortable managing critical situations and prioritizing tasks to meet customer needs efficiently.

What you'll do

In this role, you will provide L2 and L3 support for CSS Recording and Compliance applications, interfacing with various teams to resolve product issues. You will be responsible for implementing and installing CSS products globally, ensuring that installations are successful and meet customer expectations. Your role will involve maintaining the health of hosted solutions and minimizing escalations to R&D by providing effective support. You will document troubleshooting steps and contribute to the knowledge base, helping to educate and mentor other support engineers. You will also prioritize daily tasks and manage critical issues, ensuring that customer needs are met promptly and effectively. Your contributions will directly impact customer satisfaction and the overall success of NICE's software solutions.

What we offer

NICE offers a dynamic work environment where you can challenge yourself and grow your career. You will have the opportunity to work with cutting-edge technology and be part of a team that values innovation and excellence. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering diverse talent and perspectives. Join us and be part of a company that is committed to making a difference in the industry.