Senior Technical Expert

6 days ago


Manila, National Capital Region, Philippines NICE Systems UK Limited Full time
About Our Company

NICE Systems UK Limited is a global leader in AI-powered software solutions for customer experience and financial crime prevention.

Our innovative products help over 25,000 businesses worldwide deliver extraordinary customer experiences, fight financial crime, and ensure public safety.

We're proud to be an equal opportunity employer, committed to creating a diverse and inclusive workplace culture.

Job Description

As a Technical Support Engineer at NICE Systems UK Limited, you'll be responsible for providing advanced technical support to our customers via various channels.

You'll utilize tools and expertise to analyze logs, traces, and packet captures for issue resolution, demonstrating deep expertise in core technologies and at least one other specialty.

You'll exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.

You'll also mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.

Key Responsibilities

  • Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
  • Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
  • Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
  • Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
  • Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
  • Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.


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