NICE Technical Support Engineer 

United States, Texas, Richardson 

177367505

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

Director, Support
Individual Contributor