Advanced Technical Advocate

4 days ago


Manila, National Capital Region, Philippines NICE Full time

Elevate Your Career

We're looking for a skilled Technical Support Engineer to join our team at NICE. As a key member of our support team, you'll be responsible for providing advanced technical support to customers and stakeholders, utilizing your expertise to analyze logs, traces, and packet captures for issue resolution.

Your Main Responsibilities:

  1. Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
  2. Develop and maintain deep expertise in core technologies and at least one other specialty, ensuring proficiency in a second area.
  3. Foster a collaborative team environment by mentoring colleagues on communication, troubleshooting, and product knowledge.
  4. Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.

Requirements:

  • Bachelor's degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
  • 5+ years' technical customer service experience, preferably in technical support.
  • Minimum 3 years' advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases.
  • Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
  • Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
  • Effective time management and multitasking abilities in interrupt-driven environments.
  • Proven ability to drive escalated customer problems to resolution using internal and external resources.
  • Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.
  • Database Proficiency: Skilled in SQL engines such as Oracle, MySQL, or PostgreSQL.
  • Ticketing System Experience: Familiarity with platforms like Salesforce or Jira.
  • Scripting Skills: Experience in Bash, Python, or Java is preferred.
  • Cloud Experience: AWS knowledge is a plus.

About NICE

NICE is a global leader in software products that deliver extraordinary customer experiences, fight financial crime, and ensure public safety. Our innovative solutions manage over 120 million customer interactions daily and monitor 3+billion financial transactions annually. We're proud to be an equal opportunity employer and welcome applications from diverse candidates worldwide.


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