job description
Join NICE Systems as a Senior Technical Support Engineer specializing in Customer Experience (CX) and play a pivotal role in delivering world-class technical solutions to our global clientele. Based in the vibrant and dynamic location of Bali, Indonesia, you will leverage your advanced troubleshooting skills to analyze complex system logs, network traces, and packet captures, ensuring seamless operations for our enterprise-level CX platforms.
This is a unique opportunity to work with cutting-edge technologies in a collaborative environment, where your expertise will directly impact customer satisfaction and business success. If you thrive in a fast-paced, innovative setting and are passionate about resolving intricate technical challenges, we want to hear from you.
Responsibility
- Provide advanced technical support via phone, email, and chat for NICE CX products and solutions.
- Analyze system logs, traces, and packet captures to diagnose and resolve complex technical issues.
- Collaborate with cross-functional teams, including R&D and product management, to escalate and resolve high-priority incidents.
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Conduct root cause analysis (RCA) for recurring issues and propose preventive measures.
- Mentor junior support engineers and provide technical training to internal teams.
- Participate in on-call rotations to ensure 24/7 support coverage for critical customer environments.
- Stay updated with the latest industry trends, product updates, and emerging technologies in CX solutions.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 5+ years of experience in technical support, IT operations, or a similar role, with a focus on enterprise software.
- Strong expertise in troubleshooting network protocols, VoIP, SIP, and TCP/IP.
- Proficiency in analyzing Wireshark captures, server logs, and application traces.
- Experience with cloud-based solutions (AWS, Azure) and virtualization technologies is a plus.
- Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
- Certifications in ITIL, CCNA, or relevant CX/Contact Center technologies are highly desirable.
- Ability to work independently and in a team, with a customer-first mindset.