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 Associate Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions. Our solutions utilize complex technologies, and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.
How will you make an impact?
Have you got what it takes?
What’s in it for you?
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.
About NiCE
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.
Skills Required
- Associate degree or currently working towards a bachelor's in Computer Science, Business Information Systems, Networking, or equivalent work experience
- 2+ years' technical support experience supporting Internet Service Providers, networks, and/or business software
- 2+ years' experience with contact center software, telecommunications, networking, programming and integrations
- Experience with ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer
- Knowledge of telecom/VoIP technologies: SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, PBX, OC-X, toll-free services, and dedicated circuits (T1, DS3, MPLS)
- Familiarity with networking hardware and protocols: Ethernet, load balancers, proxies, firewalls, routers, gateways, TCP/IP, HTTP/HTTPS, FTP/SFTP, RTP, VPNs, DNS, SMTP, UDP, ARP
- Experience with relational databases (MSSQL, Oracle, MySQL, MariaDB), REST and SOAP APIs, scripting and log-based fault isolation
- Proficiency with C-based languages, XML, JSON, and browser developer tools (IE, Chrome)
- Experience with CRM software such as Salesforce
- Strong technical, analytical, and problem-solving skills; effective verbal and written communication; incident ownership and SLA management
