Senior Technical Support Engineer

2 weeks ago

Manila, National Capital Region, Philippines NICE Full time

So, what's the role all about?

The Senior Technical Support Engineer III (TSE III) acts as a backline support engineer, providing advanced technical assistance to other TSEs and directly addressing the toughest customer issues.

They are experts in complex technologies and products, delivering professional business-to-business customer service while ensuring efficient and effective problem resolution.

As subject matter experts, TSE IIIs lead internal and cross-functional collaboration, mentor other TSEs, identify and address broader issues in their specialty, and advise company leadership on achieving higher levels of success. They handle critical escalations, provide leadership backup, and contribute valuable insights and feedback on technical and operational matters.

How will you make an impact?

  • Demonstrate deep subject matter expertise in core technologies and additional specialty areas, providing expert technical assistance and mentoring to internal colleagues and customers.
  • Communicate professionally and assertively through verbal and written channels, taking ownership of troubleshooting efforts and ensuring confidence in progress towards resolution.
  • Lead collaboration efforts within the technical support team and other organizations, ensuring engagement aligns with issue severity and resolution targets are met within SLAs.
  • Proactively manage and prioritize cases based on severity and personal skills, assisting colleagues in resolving complex issues and improving their skills.
  • Maintain certifications and create/update knowledgebase content, coaching others on best practices and ensuring documentation is complete and current.
  • Identify, document, and report software issues to relevant teams, working to improve bug reporting processes and product usability.
  • Demonstrate advanced knowledge of analytics tools, networking technologies, and industry practices, providing training and mentoring to colleagues and staying updated on industry trends.
  • Experience managing enterprise-level customers, building strong relationships, and demonstrating professional and friendly communication skills for effective issue resolution in technical support environments.

Have you got what it takes?

  • Bachelor's degree in computer science, Business Information Systems, Networking or similar field, or equivalent work experience required.
  • Over 7 years of experience in technical customer service, particularly in SaaS software and/or telecommunications technical support roles.
  • Minimum of 6 years of advanced knowledge and experience with technologies such as SaaS, telecommunications, contact center software, networking technologies, scripting, load balancers, proxies, firewalls, and relational databases.
  • Excellent technical, analytical, and problem-solving skills for handling diverse and complex issues in high-pressure, multi-platform environments.
  • Superior written and verbal communication skills, with the ability to capture details accurately and build confidence among stakeholders.
  • Strong time management skills, enabling effective multitasking and prioritization in an interrupt-driven environment.
  • Proven ability to drive escalated customer problems to resolution, collaborate effectively across company teams, and adapt quickly to changes in a fast-paced, agile environment.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Requisition ID: 4459
Reporting into: Manager, Technical Support
Role Type: Individual Contributor

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.

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


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