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- Tasks: Provide expert support for Workforce Management software to high-priority customers.
- Company: Join NiCE, a global leader in AI and cloud solutions, transforming customer experiences.
- Benefits: Enjoy a hybrid work model with 2 office days and 3 remote days each week.
- Why this job: Be part of a dynamic team that values innovation and offers endless career growth opportunities.
- Qualifications: 4+ years experience in Linux and AWS troubleshooting; excellent communication skills required.
- Other info: NiCE is an equal opportunity employer, welcoming diverse applicants.
The predicted salary is between 43200 - 72000 £ per year.
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.
Designated Support Engineer – Southampton/London (hybrid)
So, what’s the role all about?
The Senior Technical Support Engineer will be dedicated to a high-priority customer, providing expert guidance and support to their end users on the efficient and effective use of their Workforce Management (WFM) software solution. This role is crucial in helping the customer achieve their business objectives. Additionally, the Senior Technical Support Engineer will collaborate with various teams at NiCE to ensure the overall health and performance of the cloud-based WFM solution.
How will you make an impact?
- Work with various NiCE departments (Support and R&D) and the customer for end-to-end resolution of issues
- Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
- Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Participate in knowledge transfer activities as required
- Work in accordance with NiCE support process, procedures, contractual SLA’s
- Document all interactions related to services requests (SRs) in NiCE Support System in accordance with SLA
Have you got what it takes?
- Must have experience working with Linux.
- Minimum 4-year experience supporting large, global, complex enterprise software clients
- Excellent troubleshooting skills of AWS solutions
- Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
- Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention
- Must be available to participate in an on-call rotation to provide 24×7 support to the client.
- Excellent verbal and written communication skills
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
About NiCE
NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.
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Senior WFM Support engineer employer: NICE
Contact Detail:
NICE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior WFM Support engineer
✨Tip Number 1
Familiarise yourself with NiCE's WFM software solutions and their specific features. Understanding the product inside out will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of NiCE on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a game changer in your application process.
✨Tip Number 3
Brush up on your troubleshooting skills, especially related to AWS and SQL Server issues. Being able to discuss specific scenarios where you've successfully resolved similar problems can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with Linux and how it relates to supporting enterprise software clients. Highlighting relevant projects or challenges you've faced will showcase your expertise and readiness for the role.
We think you need these skills to ace Senior WFM Support engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in Linux and AWS solutions. Emphasise your troubleshooting skills and any previous roles that involved supporting enterprise software clients.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer support. Mention specific examples of how you've successfully resolved complex issues in the past, showcasing your problem-solving abilities.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with both technical and non-technical stakeholders.
Show Enthusiasm for NiCE: Research NiCE and mention what excites you about their work culture and innovative approach. This shows that you're not just looking for any job, but are genuinely interested in being part of their team.
How to prepare for a job interview at NICE
✨Showcase Your Technical Skills
Make sure to highlight your experience with Linux and AWS solutions during the interview. Be prepared to discuss specific troubleshooting scenarios you've encountered, especially those related to database integrity and performance issues.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've resolved complex technical issues in the past. The interviewer will be looking for your ability to conduct thorough troubleshooting and provide quality support, so having concrete examples ready will help you stand out.
✨Communicate Effectively
Since excellent verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. Consider how you would explain technical concepts to non-technical users, as customer satisfaction is key.
✨Understand the Company Culture
Familiarise yourself with NiCE's values and work culture. They pride themselves on being ambitious and innovative, so think about how your personal values align with theirs and be ready to discuss this during the interview.
