Senior WFM 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. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

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?

• Minimum 2-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