Senior Technical Support Engineer, CX

📋 Description

• Provide advanced technical support via logs, traces, and packet captures.
• Demonstrate deep expertise in core tech plus a second specialty.
• Own troubleshooting; communicate clearly to customers and stakeholders.
• Mentor teammates on troubleshooting and product knowledge.
• Drive process improvements and ensure SLA targets are met.
• Manage customer relationships from a Technical Support perspective.

🎯 Requirements

• Bachelor's degree in CS, BIS, Networking, or equivalent.
• 5+ years technical customer service experience.
• 3+ years in SaaS, relational DBs, data analysis, and reporting; telecom knowledge.
• SQL scripting experience.
• Excellent technical, analytical, and problem-solving skills.
• Strong written and verbal communication; cross-team collaboration.

🎁 Benefits

• NICE-FLEX hybrid model: 2 days in office, 3 remote.
• Global company with internal career opportunities across roles and locations.
• Collaborative, fast-paced culture that rewards innovation.
• Equal opportunity employer; inclusive work environment.