Senior Technical Support Engineer - Remote

Overview

A Senior Technical Support Engineer serves as the main technical contact for large enterprise customers, ensuring their high-impact technical issues are resolved promptly. They oversee case management, provide guidance, and maintain effective communication between customers and internal teams. The goal is to deliver top-notch technical support and build strong customer relationships to maximize satisfaction.

In Short

• Resolve technical cases for customers and serve as their technical liaison.
• Collaborate with TSEs for efficient case management and issue resolution.
• Proactively manage cases, suggest improvements, and stay updated on customers' technical environments for better teamwork.
• Foster collaboration with internal stakeholders to ensure customer success through seamless planning and execution.
• Lead multi-participant customer calls, including critical escalations involving senior executives, and provide regular updates on support cases.
• Serve as a subject matter expert in product domains, driving cross-functional collaboration for process improvement and customer enablement initiatives.
• Offer proactive customer support and act as a Technical Subject Matter Expert (SME) during the implementation phase, providing technical solutions consultations and process alignment.
• Experience managing enterprise-level customers, building strong relationships, and demonstrating professional and friendly communication skills for effective issue resolution in technical support environments.

Requirements

• Minimum three years of experience in administering or supporting technical areas such as SaaS, telecommunications, contact center software, telephony ACD administration, SIP, VOIP, computer networking, scripting, or programming, proxies, firewalls, VPNs, and Chrome Development Tools.
• Extensive industry experience, including understanding contact center business and general market trends.
• Superior analytical and problem-solving skills in managing diverse and complex issues in high-pressure environments.
• Proven ability to resolve escalated customer problems using internal and external resources.
• Demonstrated capability to work independently within a larger team.
• Effective communication across various company teams, including Product Management, R&D, QA, Professional Services, and Executive/Senior Management.
• Flexible work hours aligned with customer needs, serving as a role model for NICE's Support Core Values: Integrity, Passion, Customer Focus, Continuous Improvement, Flexibility, and Accountability.

Benefits

• Hybrid work model with 2 days in the office and 3 days remote.