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- Tasks: Support customers with their Workforce Management software and troubleshoot issues effectively.
- Company: NICE is a global leader in AI and cloud solutions, serving over 25,000 businesses worldwide.
- Benefits: Enjoy a hybrid work model, career growth opportunities, and a vibrant team culture.
- Why this job: Join a fast-paced environment where innovation thrives and every day offers new learning experiences.
- Qualifications: 2+ years of experience in enterprise software support and excellent troubleshooting skills required.
- Other info: Be part of a diverse team that values creativity and collaboration.
The predicted salary is between 28800 - 42000 £ 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.
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
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 torace, 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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Technical Support Engineer employer: NICE
Contact Detail:
NICE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with NICE's Workforce Management (WFM) software. Understanding the ins and outs of the product will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your troubleshooting skills, especially related to AWS solutions and SQL Server issues. Being able to discuss specific examples of how you've resolved similar problems in the past can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of NICE on platforms like LinkedIn. They can provide valuable insights into the company culture and the expectations for the Technical Support Engineer role.
✨Tip Number 4
Prepare to discuss your experience with customer satisfaction and how you've maintained it during challenging situations. Highlighting your communication skills and ability to keep clients informed will resonate well with NICE's values.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in technical support and troubleshooting. Emphasise your familiarity with AWS solutions and any specific software you've worked with that relates to Workforce Management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention how your skills align with NICE's mission and values, and provide examples of how you've successfully resolved complex issues in the past.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, consider including a brief section in your application that demonstrates your ability to communicate complex technical information clearly and effectively.
Highlight Problem-Solving Experience: Detail your experience with troubleshooting and resolving various technical issues, particularly those related to SQL Server and database integrity. Use specific examples to illustrate your problem-solving abilities and how they benefited previous employers.
How to prepare for a job interview at NICE
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved complex technical issues in the past. Highlight your experience with AWS solutions and SQL Server, as these are crucial for the role.
✨Demonstrate Excellent Communication
Since this role involves maintaining high customer satisfaction, practice articulating your thoughts clearly. Be ready to explain technical concepts in a way that non-technical users can understand.
✨Familiarise Yourself with NICE's Products
Research NICE's Workforce Management software and its features. Understanding the product will help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think about how you would handle various technical challenges and customer interactions to demonstrate your readiness for the role.
