Senior Technical Support Engineer

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. Our ability to restore service, improve understanding, and resolve chronic issues will greatly increase the value customers receive from our solutions and reduce financial risk when they experience problems.

How will you make an impact?

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email.
• Use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work.
• Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA).
• Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief.
• Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue.
• Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue.
• Open and monitor incidents created with 3rd party providers.
• Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Centered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology.
• Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams.
• Gather, validate, and document all pertinent details related to an issue believed to be a bug.
• Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators.
• Properly de-escalate customers through expert communication and resource engagement.
• Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers.
• Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution.
• Provide training to colleagues in real time as you perform your work.
• Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

• 5+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure environments.
• Excellent professional, written and verbal communications skills.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment.
• Ability to multi-task and maintain professional composure during stressful situations.
• Proven ability to utilize, create and update knowledgebase resources.
• Proven ability to drive escalated customer problems to resolution.
• Ability to communicate effectively across all company teams.
• Industry experience including understanding of the contact centre business.
• Understanding of networking technologies and telecommunications architecture.
• Demonstrated ability to work independently as part of a larger team.
• Ability to excel in a fast-paced, agile environment.
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

• Ability to troubleshoot VoIP, telephony/telecom technologies.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Web Services and API knowledge.
• Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.