Senior Technical Support Engineer

About the role

The Senior Technical Support Engineer will provide advanced technical support to customers to resolve complex software issues and ensure service restoration. This role involves analyzing logs and network data to identify root causes, mentoring colleagues, and improving internal processes to meet service level agreements. The engineer will act as a key point of contact for escalated issues, working across teams to deliver high-quality solutions.

Responsibilities

• Provide advanced technical support via phone, online, chat, and email to resolve complex customer issues.
• Analyze logs, traces, and packet captures to determine root causes and provide permanent corrections.
• Mentor colleagues on troubleshooting, communication, and product knowledge.
• Manage assigned cases according to Service Level Agreement (SLA) targets.
• Create and update knowledgebase articles using KCS methodology.
• Collaborate with R&D and other stakeholders to document and resolve software bugs and reliability issues.
• Handle escalated customer cases and perform de-escalation through expert communication.

Required skills

• SaaS
• Telecommunications
• Contact centre software
• TCP/IP
• HTTP
• SFTP
• Scripting
• Load balancers
• Proxies
• Firewalls
• MSSQL
• Oracle
• MySQL
• Networking
• Troubleshooting

Nice to have

• VoIP
• Telephony
• DS3
• Ethernet
• OC-X
• Workforce Management software
• Outbound dialler
• Web Services
• API
• SQL

Qualifications

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field
• Equivalent work experience

Certifications

• Knowledge-Cantered Service (KCS) Publisher

About the Company

NICE Ltd. is a global software company that provides solutions for customer experiences, financial crime prevention, and public safety. With over 8,500 employees across 30+ countries, the company is recognized as a market leader in AI, cloud, and digital innovation.