NICE Technical Support Engineer 

Philippines, Manila 

30919101

How will you make an impact?

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real-time.

Have you got what it takes?

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
• 5+ years' technical customer service experience, preferably in technical support.
• Minimum 3 years' advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases.
• Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
• Effective time management and multitasking abilities in interrupt-driven environments.
• Proven ability to drive escalated customer problems to resolution using internal and external resources.
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.

Individual Contributor