Technical Support Engineer, CX

So, what’s the role all about? 

NICE IEX Workforce Management system is a single, comprehensive solution capable of driving the performance, effectiveness, and efficiency of your entire enterprise workforce. Workforce Management improves resource planning, streamlines time-consuming tasks and gives you visibility across sites and lines of business, enabling your operation to deliver customer-winning service at the lowest possible operating cost.

How will you make an impact? 

• As L2 and L3, collaborate with WFM R&D, Customer Success teams, Business Partners and Global Customer to address Workforce Management On-Prem & Cloud application-related product issues.
• Maintain quality internal and external communication throughout your analysis
• Provide the highest level of expertise and support to minimize R&D escalations.
• Prioritize daily tasks, manage critical issues and ensure detailed and well-articulated RCAs to our customers.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Involved as the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the WFM application for both On Prem as well as Cloud

Have you got what it takes?

• Should have an expert-level Linux/Unix exposure on different flavors of Servers.
• Have experience with 2-4 years. L2 / L3 Technical Support, Windows, Linux, SQL, troubleshooting
• Should have good DB knowledge, Oracle/MSSQL, PostgreSQL.
• Working knowledge of administering UNIX, Linux or Windows servers.
• Experience in supporting web-based applications.
• In-depth, hands-on knowledge of and experience with enterprise applications, both on-premises and cloud deployment.
• At least 3+ years of technical experience within the industry and/or proven customer support experience globally.
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, MySQL, and Microsoft Office.
• Experience with Networking and IP/SIP communication analysis
• Familiarity with standard application security compliance best practices.
• Knowledge of AWS is a plus.
• Strong Telephony background would be an extra perk to have.
• Good IT skills in troubleshooting and ownership from beginning to end.
• Should have some experience with Global clients.
• Shift: 24*7 rotational shifts

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 9707
Reporting into: Tech Manager
Role Type: Individual Contributor