Senior Technical Support Engineer

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This role requires Australian citizenship status. We will be pursuing an NV1 Clearance post onboarding. The Senior 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 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, including working cases yourself and partnering with other engineers assigned to cases for your customers.Close collaboration with Technical Support Engineers (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. Proactively review, evaluate, and make recommendations for case reduction.Familiarization with the customers' technical environment through regular communication and sharing details with others to improve teamwork and success.Internal Stakeholder Responsibilities: Teamwork and build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.) to develop and execute a seamless plan to ensure customer success.Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.Provide updates on customer's technical support cases and discuss next steps and areas for improvement.Function as a subject matter expert (SME) in one or more areas of the product domains.Lead cross-functional collaboration to drive process improvement and customer enablement initiatives.Provide proactive customer support for open cases 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.Demonstrates strong relationships with customers and stakeholders to resolve break/fix issues.Professional, assertive, articulate, and friendly verbal and written communication.Desired Technical Skills: Minimum of three years of experience in administering, architecting, or supporting technical areas (all items are not required, but more is better):SaaS, Telecommunications, contact center software.Telephony ACD Administration, SIP, Route Management, VOIP.Computer Networking, experience with Wireshark or other packet capture technologies.Scripting or Programming Experience Using APIs.Proxies, firewalls, and VPN.Chrome Development Tools.Extensive industry experience including understanding of the contact center business.Superior analytical and problem-solving skills in high-pressure, complex environments.Proven ability to resolve escalated customer problems utilizing appropriate resources.Demonstrated ability to work independently as part of a larger team.Ability to communicate effectively across all company teams.Flexible hours to meet customer needs and escalations.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, fight financial crime, and ensure public safety. 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. Apply for this job* indicates a required field
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