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Job Title Senior Technical Support Engineer
Job Description
NICE is looking for a Senior Technical Support Engineer to join our Customer Support Team in Denver, Richardson, or Atlanta supporting our NICE Analytics Solutions globally.
Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call rota.
Job Responsibilities ·
- Adhere to Service Level Agreements
· Demonstrate strong case ownership
· Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
· Conduct thorough and detailed troubleshooting to provide quality support to clients
· Manage customer & business partner expectations effectively to prevent escalations
· Maintain high customer satisfaction throughout the problem resolution process
· Work in accordance with NICE support processes, procedures, and contractual SLAs
· Work with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution
· Participate in knowledge transfer activities as required
· Track clear case updates on analysis throughout the lifecycle of a case
· Provide deep dive analysis before consulting/engaging R&D
· Provide clear case descriptions, symptoms and business impact statements etc.
· Share knowledge with and mentor / coach other engineers
· Manage case and customer updates on progress and next steps within SLA
· Engage the right R&D team to assist until root cause and resolution are found
· Manage the end customer expectations based on R&D findings
· Articulate high level or technical updates to internal / external stakeholders
· Availability out of hours as required (nights / weekends) to address critical issues
Technical Skills
· Understand complex solutions and configurations
· Analyze and draw conclusions from log files
· Isolate the exact problem component based on the system / data flows / API commands etc.
· Restore critical cases and determine the actual root cause
· Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan
· Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA
· Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)
· Ability to learn/understand product code would be an advantage
· Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols
· Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)
· Web technologies (ASP.NET, XML, XSLT)
· Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)
Qualifications / Education
· Bachelor's degree in Computer Science / Software Engineering (or similar)
· 3+ years of Experience in Web Applications support
· Experience in Database Troubleshooting and Tuning (MS SQL)
· Experience in IT (Network and system) support working on server issues mainly
· Strong troubleshooting and problem-solving skills
· Experience in technical support serving global enterprise level customer accounts
Personal attributes
· Excellent verbal and written communication skills
· Meticulous about documentation and record-keeping
· Ability to provide clear, succinct, and positive communications
· Ability to tailor communications for a high level or technical audience
· Ability to communicate clearly with a technical / managerial audience
· Ability to manage customer crisis escalations within service level agreements
· Ability to work well in a global team
· Ability to be critically analytical
· Ability to learn quickly and educate oneself on relevant technologies and processes
· Ability to multitask and prioritize work commitments
· Ability to remain focused and calm under pressure
On Call · On Call frequency: One in 6 weeks (currently)
· On Call Hours: Two 12 hour shifts between M-Th 8pm – 8am EST
Hours · 40 hours per week 9am – 6pm or 1pm - 10pm
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.
