Senior Support Engineer

Who you are

You have a strong background in technical support, ideally with experience in providing Tier 3 support for complex applications. You are skilled in communicating effectively with both technical and non-technical stakeholders, ensuring that customer issues are resolved promptly and satisfactorily. Your ability to work under minimal supervision allows you to manage your workload efficiently while collaborating with team members to address support challenges.

You understand the importance of customer satisfaction and are committed to ensuring that every support issue is handled with professionalism and diligence. Your experience in the public safety sector or similar fields is a plus, as it equips you with the knowledge needed to address specific user needs effectively. You thrive in a challenging environment and are eager to contribute to a team that values innovation and excellence.

Desirable

Experience with public safety applications or systems will be advantageous, as it will help you understand the unique challenges faced by end-users. Familiarity with various support tools and ticketing systems will enhance your ability to manage and track support requests efficiently. A proactive approach to problem-solving and a willingness to learn new technologies will set you apart in this role.

What you'll do

As a Senior Support Engineer at NICE, you will provide third-line engineering support for our Public Safety applications, focusing on recording playback, analysis, reporting, and system monitoring. You will serve as a subject matter expert, guiding regional support teams worldwide in resolving complex issues. Your role will involve communicating with stakeholders to ensure that all support issues are addressed and resolved to the customer's satisfaction.

You will coordinate with your team to manage daily workloads, ensuring that all support requests are handled efficiently and effectively. Your expertise will be crucial in troubleshooting and resolving technical issues, and you will be expected to document solutions and share knowledge with your team to improve overall support processes.

In addition to technical support, you will play a key role in identifying areas for improvement within our support operations. Your insights will help shape the future of our support services, ensuring that we continue to meet the high standards expected by our customers. You will also have opportunities to participate in training and development initiatives, enhancing your skills and knowledge in the field.

What we offer

At NICE, we offer a competitive compensation package and a challenging work environment that encourages growth and development. You will be part of a dynamic team that values innovation and collaboration, providing you with the opportunity to make a meaningful impact in the public safety sector. We believe in recognizing and rewarding the contributions of our employees, and we are committed to fostering a culture of inclusivity and respect.

Join us at NICE, where you will have the chance to work with talented individuals who are dedicated to delivering innovative solutions. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.