NICE Systems

Senior Technical Support Engineer

  • Job Type: Full Time
  • Industry Type: IT Sector
  • Industry Location: Atlanta
  • Experience: NA
  • No. of Positions: 1
  • Primary Skills: Engineer SQL Analysis Management API Networking TCP IP DBA ASP .NET XML
  • Secondary Skills: XSLT SSL Computer Software Engineering Web Applications Database IT Network
  • Job Location: Atlanta, Georgia
  • Posted Date: Posted today
Job Description

Tech Support Engineer JD

Friday, July 23, 2021

1:27 PM

Job Title

Senior Technical Support Engineer

Job Description

NICE is looking for a Senior Technical Support Engineer to join our Customer Support Team in Atlanta supporting our NICE Analytics Solutions globally.

Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call rota.

Job Responsibilities

\u00b7Adhere to Service Level Agreements

\u00b7Demonstrate strong case ownership

\u00b7Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)

\u00b7Conduct thorough and detailed troubleshooting to provide quality support to clients

\u00b7Manage customer & business partner expectations effectively to prevent escalations

\u00b7Maintain high customer satisfaction throughout the problem resolution process

\u00b7Work in accordance with NICE support processes, procedures, and contractual SLAs

\u00b7Work with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution

\u00b7Participate in knowledge transfer activities as required

\u00b7Track clear case updates on analysis throughout the lifecycle of a case

\u00b7Provide deep dive analysis before consulting/engaging R&D

\u00b7Provide clear case descriptions, symptoms and business impact statements etc.

\u00b7Share knowledge with and mentor / coach other engineers

\u00b7Manage case and customer updates on progress and next steps within SLA

\u00b7Engage the right R&D team to assist until root cause and resolution are found

\u00b7Manage the end customer expectations based on R&D findings

\u00b7Articulate high level or technical updates to internal / external stakeholders

\u00b7Availability out of hours as required (nights / weekends) to address critical issues

Technical Skills

\u00b7Understand complex solutions and configurations

\u00b7Analyze and draw conclusions from log files

\u00b7Isolate the exact problem component based on the system / data flows / API commands etc.

\u00b7Restore critical cases and determine the actual root cause

\u00b7Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan

\u00b7Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA

\u00b7Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)

\u00b7Ability to learn/understand product code would be an advantage

\u00b7Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols

\u00b7Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)

\u00b7Web technologies (ASP.NET, XML, XSLT)

\u00b7Security and encryption fundamentals (SSL/TLS, SSH, PGP,Windows Certificate concepts (PKI)

Qualifications / Education

\u00b7Bachelor's degree in Computer Science / Software Engineering (or similar)

\u00b7 3+ years ofExperience in Web Applications support

\u00b7Experience in Database Troubleshooting and Tuning (MS SQL)

\u00b7Experience in IT (Network and system) support working on server issues mainly

\u00b7Strong troubleshooting and problem-solving skills

\u00b7Experience in technical support serving global enterprise level customer accounts

Personal attributes

\u00b7Excellent verbal and written communication skills

\u00b7 Meticulous about documentation and record-keeping

\u00b7 Ability to provide clear, succinct, and positive communications

\u00b7Ability to tailor communications for a high level or technical audience

\u00b7Ability to communicate clearly with a technical / managerial audience

\u00b7Ability to manage customer crisis escalations within service level agreements

\u00b7Ability to work well in a global team

\u00b7Ability to be critically analytical

\u00b7Ability to learn quickly and educate oneself on relevant technologies and processes

\u00b7Ability to multitask and prioritize work commitments

\u00b7Ability to remain focused and calm under pressure

On Call

\u00b7On Call frequency: One in 6 weeks (currently)

\u00b7On Call Hours: Two 12 hour shifts between M-Th 8pm - 8am EST

Hours

\u00b740 hours per week 9am - 6pm or 1pm - 10pm

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