Technical Support Engineer

NICE•Richardson, TX

20d•Hybrid

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The 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

Proven Product Support Experience – 3+ years of experience as a Product Support Engineer or in a similar technical support role.
Technical Expertise – Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
Software & Systems Knowledge – Strong familiarity with software development concepts, databases, and system design.
Customer-Centric Mindset – Understanding of customer service best practices, with a proactive and solutions-driven approach to support.
Excellent Communication & Team Fit – Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.
Can-Do Attitude – A proactive problem-solver with a hands-on, solution-oriented mindset.
Effective Technical Support Delivery – Ability to provide clear, step-by-step technical assistance in both written and verbal formats.
Analytical & Troubleshooting Skills – Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
Cloud & Programming Knowledge – Experience with cloud-based technologies and familiarity with basic programming languages.

Responsibilities

Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance.
Efficiently Escalate Issues – Properly identify and escalate complex requests to the next level of support when necessary.
Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution.
Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
Expand Product & Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services.
Enhance Internal Tools – Develop and maintain internal support tools to improve efficiency and customer experience.

Benefits

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!
Enjoy NICE-FLEX! 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.

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