Technical Support Engineer

🕒 March 4

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Act as the initial point of contact for customer issues • Providing timely and effective assistance • Properly identify and escalate complex requests • Track, document, and route issues to the appropriate teams for resolution • Guide customers through troubleshooting with professionalism • Maintain thorough records of customer interactions • Work closely with the engineering team • Continuously learn and improve expertise in help desk procedures • Develop and maintain internal support tools

🎯 Requirements

• 3+ years of experience as a Product Support Engineer or in a similar technical support role • Hands-on experience with Windows and Linux • Solid understanding of computer systems, software, and technical products • Strong familiarity with software development concepts, databases, and system design • Understanding of customer service best practices • Outgoing and approachable personality • Proactive problem-solver • Ability to provide clear, step-by-step technical assistance • Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues • Experience with cloud-based technologies and familiarity with basic programming languages

🏖️ Benefits

• Join an ever-growing, market disrupting, global company • Work in a fast-paced, collaborative, and creative environment • Opportunities for learning and growth • Endless internal career opportunities across multiple roles, disciplines, domains, and locations