Associate Technical Support Engineer

• Oversee all technical support incidents for assigned accounts and ensure they are managed and prioritized appropriately for assigned customers, ensuring adequate progress toward resolution within service level agreement targets.
• Provide technical leadership and a customer-specific perspective that accelerates resolution of difficult issues.
• Provide timely, articulate, effective and substantive updates via our incident management system and helps others to do the same.
• Identify repeat or chronic break/fix issues and develop and execute plans to correct the root cause. Work cross-functionally to engage others in plan execution.
• Provide proactive technical support by anticipating challenges and issues that may occur.
• Understand the customer's technical environment through regular communication and discussion and share that detail with others to improve teamwork and success.
• Create and maintain documentation about the customer's environment, providing current architecture, design, and flow of our products in that environment.
• Function as a subject matter expert in one or more areas, at the same level as Level 3 Technical Support Engineers.
• Ability to actively listen, ask good questions and challenge customers appropriately.
• Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.
• Champion of the swarming process used for issue resolution, improving the effectiveness and efficiency of the process. Lead swarm activities as needed.
• Analyze customer data such as case trends, traffic, design and configuration issues, and make solid recommendations for improvements.
• Coordinate with Technical Account Manager (TAM) to assist in providing guidance and plans to customers on upcoming product features, maintenance and updates.
• Identify, document, and report issues with design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
• Lead the way in enabling all NICE inContact departments to provide excellent service to customers through training, mentoring and coaching them.
• Create useful knowledge content and updates existing knowledgebase articles using Knowledge Centered Service (KCS) methodology.

• Bachelor's degree in technology-related field or equivalent experience.

• Minimum 3 years of experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.
• Experience managing enterprise-level customers in a technical support environment.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, Telecommunications, contact center software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls and Relational Databases (MSSQL, Oracle, MySQL).
• Extensive industry experiences including understanding of the contact center business, as well as general market & business trends
• Verbal and written communication is professional, assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources.
• Demonstrated ability to work independently as part of a larger team.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services and Executive/Senior Management teams to resolve technical issues.
• Weekend, holiday, and on call duties as required.
• Occasional travel to customer locations may be required.

NICE Systems