Support Engineer, CX

As a Technical Support Engineer at NiCE, you will play a crucial role in diagnosing and resolving technical issues related to Playvox NICE Quality/Performance Management and WFM software solutions. Your responsibilities will include, but not be limited to: - Diagnosing and resolving issues related to Playvox Nice cloud applications. - Proactively identifying and escalating unresolved issues to maintain system stability. - Providing timely and accurate technical assistance through a ticketing system. - Ensuring customer satisfaction by maintaining high-quality responses and efficient resolution times. - Maintaining quality and ongoing internal and external communication throughout your analysis. - Prioritizing daily tasks and managing critical issues and situations. - Contributing to the Knowledge Base by documenting troubleshooting and problem resolution steps. - Initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within established timeframes. - Assisting customer support (Tier 2 teams) with troubleshooting product issues and questions. Qualifications required for this role include: - 2-4 years of experience in working with Application Production Support, preferably on SaaS hosted applications on AWS, Azure, or Google Cloud. - Working knowledge of administrating UNIX, Linux, or Windows servers. - Working knowledge of DB, MongoDB/MSSQL. - Familiarity with CRM platforms like Salesforce, Zendesk, Freshworks, Kustomer. - Knowledge of SAML or other identity providers, SSO tools like Okta, One Login, etc. - Familiarity with platform tools such as Postman to replicate, test, and debug API requests. - Experience supporting web-based applications. - In-depth, hands-on knowledge and experience with enterprise and desktop applications. - At least 2 years of technical experience within the industry and/or proven customer support experience globally, preferably within contact center applications. - Basic knowledge of Wireshark, Microsoft Office. - Telephony background would be an extra perk to have. - Good IT skills in troubleshooting and ownership from beginning to end. Join NiCE, a market-disrupting global company where you will work alongside the best of the best in a fast-paced, collaborative, and creative environment. NiCE offers 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 the next NiCEr! Enjoy the NiCE-FLEX hybrid model, which offers maximum flexibility with 2 days working from the office and 3 days of remote work each week. Office days focus on face-to-face meetings, fostering teamwork, collaborative thinking, innovation, and a vibrant, interactive atmosphere.,