Tech Support Engineer JD

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

• Adhere to Service Level Agreements

• Demonstrate strong case ownership

• Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
Conduct thorough and detailed troubleshooting to provide quality support to clients

• Manage customer & business partner expectations effectively to prevent escalations

• Maintain high customer satisfaction throughout the problem resolution process

• Work in accordance with NICE support processes, procedures, and contractual SLAs

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

• Participate in knowledge transfer activities as required

• Track clear case updates on analysis throughout the lifecycle of a case

• Provide deep dive analysis before consulting/engaging R&D

• Provide clear case descriptions, symptoms and business impact statements etc.

• Share knowledge with and mentor / coach other engineers

• Manage case and customer updates on progress and next steps within SLA

• Engage the right R&D team to assist until root cause and resolution are found

• Manage the end customer expectations based on R&D findings

• Articulate high level or technical updates to internal / external stakeholders

• Availability out of hours as required (nights / weekends) to address critical issues

Technical Skills

• Understand complex solutions and configurations

• Analyze and draw conclusions from log files

• Isolate the exact problem component based on the system / data flows / API commands etc.

• Restore critical cases and determine the actual root cause

• Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan

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

• Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)

• Ability to learn/understand product code would be an advantage

• Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols

• Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)

• Web technologies (ASP.NET, XML, XSLT)

• Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)

Qualifications / Education

• Bachelor's degree in Computer Science / Software Engineering (or similar)

• 3+ years of Experience in Web Applications support

• Experience in Database Troubleshooting and Tuning (MS SQL)

• Experience in IT (Network and system) support working on server issues mainly

• Strong troubleshooting and problem-solving skills

• Experience in technical support serving global enterprise level customer accounts

Personal attributes

• Excellent verbal and written communication skills

• Meticulous about documentation and record-keeping

• Ability to provide clear, succinct, and positive communications

• Ability to tailor communications for a high level or technical audience

• Ability to communicate clearly with a technical / managerial audience

• Ability to manage customer crisis escalations within service level agreements

• Ability to work well in a global team

• Ability to be critically analytical

• Ability to learn quickly and educate oneself on relevant technologies and processes

• Ability to multitask and prioritize work commitments

• Ability to remain focused and calm under pressure

On Call

• On Call frequency: One in 6 weeks (currently)

• On Call Hours: Two 12 hour shifts between M-Th 8pm - 8am EST

Hours

• 40 hours per week 9am - 6pm or 1pm - 10pm