Senior Technical Support Engineer

NICE•Richardson, TX

About The Position

The Senior 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.

Requirements

3+ years of experience as a Product Support Engineer or in a similar technical support role.
Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
Proven experience in a technical support / product support role
Strong troubleshooting mindset (logs, errors, root cause thinking)
Solid understanding of Windows and/or Linux environments
Experience working with REST APIs (making requests, understanding responses, basic debugging)
Ability to read logs and interpret errors/stack traces
Familiarity with tools like: Postman (or similar API tools) and Browser developer tools
Comfortable working in a collaborative team environment under pressure
Strong familiarity with software development concepts, databases, and system design.
Understanding of customer service best practices, with a proactive and solutions-driven approach to support.
Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.
A proactive problem-solver with a hands-on, solution-oriented mindset.
Ability to provide clear, step-by-step technical assistance in both written and verbal formats.
Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
Experience with cloud-based technologies and familiarity with basic programming languages.

Nice To Haves

OAuth2, JWT, SSO
Role-based access control (RBAC)
Understanding of GDPR and secure communication principles
Experience with monitoring tools (Grafana, Kibana)
Exposure to Docker / containerised environments
Awareness of cloud platforms (AWS, Azure)
Basic programming or scripting experience
Familiarity with JSON / XML
Basic HTML/CSS (e.g. embedding into web interfaces)
Experience with help desk platforms (e.g. Zendesk)

Responsibilities

Act as the initial point of contact for customer issues, providing timely and effective assistance.
Properly identify and escalate complex requests to the next level of support when necessary.
Track, document, and route issues to the appropriate teams for fast and accurate resolution.
Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
Continuously learn and improve expertise in help desk procedures, products, and services.
Develop and maintain internal support tools to improve efficiency and customer experience.
Provide technical support via written and verbal communication (English)
Troubleshoot product issues across software, APIs, and integrations
Analyze logs, errors, and system behavior to identify root causes
Guide users step-by-step through solutions
Use help desk and remote support tools (e.g. Zendesk)