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- Tasks: Provide expert support for Workforce Management software and resolve customer issues.
- 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: Experience with Linux, AWS, and excellent troubleshooting skills required.
- Other info: NiCE is an equal opportunity employer, welcoming diverse applicants.
The predicted salary is between 36000 - 60000 £ 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 (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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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 the specific technologies mentioned in the job description, such as Linux and AWS. Having hands-on experience or relevant projects to discuss can really set you apart during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially related to SQL Server and database issues. Be prepared to share examples of how you've resolved similar problems in the past, as this will demonstrate your expertise.
✨Tip Number 3
Research NiCE's products and their impact on customer experiences. Understanding their software solutions will help you articulate how you can contribute to their goals and improve customer satisfaction.
✨Tip Number 4
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 beneficial during your application process.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Technical Support Engineer position. Tailor your application to highlight your relevant experience with Linux, AWS solutions, and troubleshooting skills.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience supporting large enterprise software clients. Provide specific examples of how you've resolved complex issues, particularly those related to database integrity and performance.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language in your CV and cover letter, and consider including examples of successful customer interactions.
Tailor Your Application: Make sure to customise your CV and cover letter for NiCE. Mention their hybrid work model and express your enthusiasm for working in a fast-paced, collaborative environment. This shows that you align with their company culture and values.
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. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and ability to maintain high customer satisfaction.
✨Communicate Clearly
Since excellent verbal and written communication skills are essential for this role, practice explaining technical concepts in simple terms. This will help you convey your ideas effectively and demonstrate your ability to interact with clients and team members.
✨Understand NiCE's Culture
Familiarise yourself with NiCE's values and work culture. Show enthusiasm for their hybrid working model and collaborative environment, and be ready to discuss how you can contribute to their mission of delivering extraordinary customer experiences.
