Senior Technical Support Engineer

5 days ago

Sydney, New South Wales, Australia NICE Full time

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.

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 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.

So what's this role all about?
  • 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.
  • Work closely 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. DSEs also proactively review, evaluate, and make recommendations for case reduction.
  • Familiarization with the customers' technical environment through regular communication and sharing that detail with others to improve teamwork and success.
How you will make an impact?
  • Teamwork and build relationships with internal stakeholders (Technical Account Managers, Incident Managers, etc.) to develop and execute a seamless plan to ensure that the customer is successful.
  • Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.
  • Provide weekly, bi-weekly or monthly updates on customer's technical support cases, discussing next steps and potential areas of 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, including technical solutions consultations and process alignment.
  • Act as a Technical SME for specific technical product support during the implementation phase.
Have you got what it takes?
  • Education in 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.
  • Experience managing enterprise-level customers in a technical support environment.
  • Demonstrates strong relationships with customers and stakeholders to resolve break/fix issues.
  • Verbal and written communication are professional, assertive, articulate, and friendly.
You will have an advantage if you have:
  • Minimum of three years of experience administering, architecting, or supporting the following technical areas (all items are not required, however, more is better):
  • SaaS, Telecommunications, contact center software – managing calls in a call center experience.
  • Telephony ACD (Automated Call Distribution) Administration, SIP (Session Initiation Protocol), Route Management, VOIP (Voice Over Internet Protocol) Protocol.
  • Computer Networking - Administering a Network, Experience with Wireshark or other packet capture technologies, and interpretation of data/network traffic.
  • Scripting or Programming Experience Using APIs (Application Programming Interfaces).
  • Proxies, firewalls, and VPN.
  • Chrome Development Tools.
  • Extensive industry experience including understanding of the contact center business, as well as general market & business trends.
  • Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
  • Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources.
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
  • May need to work flexible hours to meet customer needs and escalations.
  • Generally, will work at designated shifts aligned with the customer.
  • 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. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud, and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

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.

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