Senior Technical Support Engineer, CX

📋 Description

• Resolve issues in NICE software for contact centers.
• Provide advanced support via multiple channels.
• Analyze logs, traces, and packet captures for root cause.
• Own troubleshooting with clear customer communication.
• Mentor teammates on troubleshooting and product knowledge.
• Collaborate with stakeholders to ensure customer success.

🎯 Requirements

• Bachelor's degree in CS, BIS, Networking or related field (or equivalent).
• 5+ years technical customer service in tech support.
• 3+ years with SaaS, relational databases, data analysis, and reporting.
• SQL scripting experience.
• Excellent technical, analytical, problem-solving skills.
• Strong written and verbal communication; assertive yet friendly.
• Good time management and multitasking in interrupt-driven environments.

🎁 Benefits

• NICE-FLEX hybrid model: 2 days in office, 3 days remote.
• Global company with opportunities across locations.
• Collaborative, fast-paced environment with growth opportunities.