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Senior Technical Support Engineer at NICE - ApplyBlast

Senior Technical Support Engineer

NICE

20 days ago

3.8 on Glassdoor

Remote

Full Time

Senior

0 applicants

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About this role

This role involves providing advanced technical support to customers for contact centre software, utilizing deep expertise in core technologies and networking to diagnose and resolve complex issues. The position requires mentoring colleagues, improving internal processes, and ensuring timely resolution of cases in alignment with service level agreements. The ideal candidate will drive root cause corrections, manage escalated problems, and contribute to knowledge base development within a remote, agile environment.

Responsibilities

Provide advanced technical support to customers via phone, online, chat, and email
Analyze logs, traces, and packet captures to determine root cause of issues
Mentor colleagues on communication, troubleshooting, process, and product knowledge

Skills

About NICE

nice.com

Headquarters

Hoboken, New Jersey, United States

Company Size

5001-10000 employees

Founded

1986

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NICE is a global software company that delivers AI‑driven customer service automation and customer experience (CX) solutions. Its cloud platforms provide contact‑center‑as‑a‑service, conversational AI, analytics, workforce engagement and process automation to help enterprises boost efficiency, improve customer interactions, and meet compliance needs. Organizations across industries use NICE’s integrated AI, analytics and automation tools to streamline operations, reduce costs, and personalize customer journeys.