Technical Support Engineer

Richardson, TX, United States

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

So, what’s the role all about?

You will be the technical contact for various large priority clients that request technical assistance via many channels including phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.

How will you make an impact?

Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues

Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates

Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations

Participate in knowledge transfer activities as required

Work in accordance with NICE support process, procedures, contractual SLA’s

Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA

Travel to customer sites when required to resolve product issues as well as introduce new products to beta customers and NICE staff

Have you got what it takes?

Minimum 2-year experience supporting large, global, complex enterprise software clients

Minimum 2-year experience working mainly on Server issues

Network troubleshooting skills (working with different tools)

Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.

Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention

Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.

Minimum 2 years’ experience in customer support serving global customers

Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations

Excellent verbal and written communication skills

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!

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

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+billion 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.

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