Senior Technical Support Manager

2 months ago

Sydney, New South Wales, Australia NICE Full time

NICE CXone is a leading company in the AU region, and we are currently looking for a highly skilled Senior Technical Support Manager to join our team. The estimated salary for this role is $120,000 - $150,000 per annum.

Job Description:

This is a senior-level technical support position that requires advanced technical expertise, strong communication skills, and a customer-focused mindset. As a Senior Technical Support Manager, you will be responsible for managing high-impact technical cases for large enterprise customers, providing technical solutions consultations, and collaborating with cross-functional teams to drive process improvement and customer enablement initiatives.

Main Responsibilities:

  • Technical liaison for assigned DSE customers
  • Direct ownership for resolution and troubleshooting of cases, including working cases yourself and partnering with other engineers
  • 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

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 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

Customer Engagement during Implementation Phase:

  • 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

Requirements:

  • Education in a technology-related field or equivalent experience
  • 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

Desired Technical Skills:

  • Minimum of three years of experience administering, architecting, or supporting the following technical areas: SaaS, Telecommunications, contact center software; Telephony ACD Administration, SIP, Route Management, VOIP Protocol; Computer Networking; Scripting or Programming Experience Using APIs; Proxies, firewalls, and VPN; Chrome Development Tools
  • Extensive industry experience, including understanding of the contact center business and 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

Benefits:

  • Competitive salary range of $120,000 - $150,000 per annum
  • Opportunities for professional growth and development
  • A dynamic and collaborative work environment

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