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.The Lead Technical Support Engineer is a senior member of the Technical Support team at NICE CXone. As a DSE, you are the point of contact for assigned large enterprise customers and provide advanced-level technical support to them.You manage high-impact technical cases for your customers to ensure all break/fix issues are addressed quickly and appropriately.You work with Technical Support Engineers (TSEs) who typically own many of your customers' technical support cases to ensure timely status updates, customer communication, duplication, and root cause correction.You develop a relationship with key customer contacts and internal NICE CXone staff to enable efficient communication.As a Technical Support Engineer, a Typical Day Might Include the Following:Technical liaison for assigned DSE customers.Direct ownership for resolution and troubleshooting of cases, partnering with other engineers assigned to cases.Close collaboration with TSEs to ensure timely status updates, customer communication, issue replication, and root cause correction.End-to-end case management to ensure all break/fix issues are addressed quickly and appropriately.Familiarization with the customers' technical environment through regular communication.Internal Stakeholder Responsibilities:Build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.) to ensure customer success.Organize and lead multi-participant customer calls, including critical escalations with senior executive involvement.Provide updates on customer's technical support cases and discuss next steps.Function as a subject matter expert (SME) in one or more product domains.Lead cross-functional collaboration to drive process improvement and customer enablement initiatives.Customer Engagement during Implementation Phase:Provide proactive customer support for open cases during the implementation phase.Act as a Technical SME for specific technical product support during the implementation phase.To Land This Gig You'll Need:Education in a technology-related field or equivalent experience.Preferably deep understanding of NICE CXone products from a technical/troubleshooting perspective.Minimum 5 years of experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.Account Management Experience:Experience managing enterprise-level customers in a technical support environment.Strong relationship management skills to resolve break/fix issues.Professional verbal and written communication skills.Desired Technical Skills:Minimum of three years of experience in areas such as SaaS, Telecommunications, and contact center software.Experience with Telephony ACD, SIP, VOIP, and Computer Networking.Scripting or Programming Experience Using APIs.Knowledge of proxies, firewalls, and VPN.Experience with Chrome Development Tools.Understanding of the contact center business and market trends.Superior analytical and problem-solving skills.Ability to work independently and as part of a team.Effective communication across all company teams.Ability to work flexible hours as needed.Role model of NICE CXone's Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility, and Accountability.About NICE:NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences and ensure public safety.NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any category protected by law.
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