Senior Technical Support Engineer

Remote · 5+ years experience · Remote · Posted Oct 1, 2026

At a glance

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them.
Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.

Demonstrate deep subject matter expertise in core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc.
Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally.
Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA).
Provide root cause correction, not just symptom relief to eliminate the recurrence of the issue.
Open and monitor incidents created with 3rd party providers.
Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles.
Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams.

5+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies, scripting, load balancers, proxies, firewalls, and Relational Databases.
Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations.
Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment.
Proven ability to utilize, create and update knowledgebase resources in the course of your work.
Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
Ability to communicate effectively across all company teams to resolve technical issues.
Demonstrated ability to work independently as part of a larger team.
Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Show all 13 skills