Technical Support Engineer

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

The Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.

How will you make an impact?

• Be the First Line of Support \u2013 Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Efficiently Escalate Issues \u2013 Properly identify and escalate complex requests to the next level of support when necessary.
• Streamline Issue Resolution \u2013 Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Deliver Exceptional Customer Support \u2013 Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Ensure Accurate Documentation \u2013 Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
• Collaborate with Developers \u2013 Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
• Expand Product & Process Knowledge \u2013 Continuously learn and improve expertise in help desk procedures, products, and services.
• Enhance Internal Tools \u2013 Develop and maintain internal support tools to improve efficiency and customer experience.

Have you got what it takes?

• Proven Product Support Experience \u2013 3+ years of experience as a Product Support Engineer or in a similar technical support role.
• Technical Expertise \u2013 Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
• Software & Systems Knowledge \u2013 Strong familiarity with software development concepts, databases, and system design.
• Customer-Centric Mindset \u2013 Understanding of customer service best practices, with a proactive and solutions-driven approach to support.
• Excellent Communication & Team Fit \u2013 Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.
• Can-Do Attitude \u2013 A proactive problem-solver with a hands-on, solution-oriented mindset.
• Effective Technical Support Delivery \u2013 Ability to provide clear, step-by-step technical assistance in both written and verbal formats.
• Analytical & Troubleshooting Skills \u2013 Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
• Cloud & Programming Knowledge \u2013 Experience with cloud-based technologies and familiarity with basic programming languages.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams \u2013 comprised of the best of the best \u2013 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.

About NiCE Cognigy

NiCE Cognigy delivers AI that works\u2014fast, human, and enterprise-ready. As the leading AI-first CX platform built for real-world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI\u2014instantly, across every channel and in 100+ languages.

Requisition ID: 9248

Reporting into: Senior Director, Customer Management

Role Type: Individual Contributor

#LI-Hybrid

About NiCE

NICE\u202fLtd. (NASDAQ: NICE)\u202fsoftware products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,\u202ffight financial crime\u202fand ensure public safety.\u202fEvery day, NiCE software manages\u202fmore than\u202f120 million customer interactions and monitors\u202f3+\u202fbillion 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.