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SeniorFull-timeGitAI
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join the Technical Support team at NICE CXone. This role involves providing advanced-level technical support to large enterprise customers and managing high-impact technical cases to ensure quick resolution of issues.
Key Responsibilities
- →Provide technical liaison for assigned customers
- →Take direct ownership for resolution and troubleshooting of cases
- →Work closely with Technical Support Engineers to ensure timely status updates and root cause correction
- →Manage end-to-end case management for break/fix issues
- →Familiarize with customers' technical environment to improve teamwork and success
- →Build relationships with internal stakeholders to ensure customer success
- →Organize and lead multi-participant customer calls
- →Provide regular updates on technical support cases
- →Function as a subject matter expert in product domains
- →Lead cross-functional collaboration to drive process improvement
- →Provide proactive customer support during implementation phase
Requirements
- ✓Education in technology-related field or equivalent experience
- ✓Deep understanding of NICE CXone products from a technical perspective
- ✓Minimum 5 years of experience in customer-facing advanced technical support
- ✓Experience managing enterprise-level customers in a technical support environment
- ✓Strong relationship-building skills with customers and stakeholders
- ✓Professional verbal and written communication skills
- ✓Minimum of three years of experience in technical areas such as SaaS, Telecommunications, contact center software, Telephony ACD Administration, SIP, Route Management, VOIP Protocol, Computer Networking, Scripting, Programming, APIs, Proxies, firewalls, VPN, and Chrome Development Tools
- ✓Superior analytical and problem-solving skills
- ✓Ability to work independently as part of a larger team
- ✓Effective communication across all company teams
- ✓Flexibility to work flexible hours to meet customer needs
- ✓Alignment with NICE CXone’s Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility and Accountability
Benefits
- ★Opportunity to work with a market leader in AI, cloud and digital
- ★Chance to contribute to extraordinary customer experiences and financial crime prevention
- ★Work in a team-oriented environment with opportunities for growth and development
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