job description
Join NICE Systems as a Senior Technical Support Engineer, CX and become a key player in delivering exceptional technical support to our global clients. In this role, you will leverage your advanced troubleshooting skills to resolve complex technical issues, ensuring seamless customer experiences. Based in the vibrant and scenic location of Bali, this position offers a unique blend of professional growth and work-life balance.
As a Senior Technical Support Engineer, you will work closely with cross-functional teams to analyze logs, traces, and packet captures, providing innovative solutions that drive customer satisfaction. Your expertise will be crucial in maintaining the high standards of service that NICE Systems is known for. If you are passionate about technology and customer success, this is the perfect opportunity for you.
At NICE Systems, we value creativity, collaboration, and continuous learning. You will have access to cutting-edge tools and resources, along with opportunities to advance your career in a dynamic and supportive environment.
Responsibility
- Provide advanced technical support via phone, email, and chat, ensuring timely and effective resolution of customer issues.
- Analyze logs, traces, and packet captures to diagnose and troubleshoot complex technical problems.
- Collaborate with engineering and product teams to escalate and resolve critical issues.
- Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.
- Mentor junior support engineers, sharing best practices and technical expertise.
- Monitor and report on customer support metrics, identifying trends and areas for improvement.
- Participate in on-call rotations to provide 24/7 support for critical customer issues.
- Stay updated with the latest industry trends and technologies to enhance support capabilities.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, with a focus on customer experience.
- Strong knowledge of networking protocols, troubleshooting tools, and diagnostic techniques.
- Experience with log analysis, packet capturing, and performance monitoring tools.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
- Proven ability to work independently and as part of a team in a fast-paced environment.
- Certifications in ITIL, CCNA, or similar are a plus.
- Fluency in English is required; additional languages are a bonus.