Manager, Technical Support

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?
The Manager, Technical Support (Customer Success) oversees a team responsible for delivering top-notch support for businesses using NiCE software products worldwide. This role involves managing a team that provides advanced technical assistance for custom applications to end-users. Ensuring service level agreements are met and maintaining adequate personnel coverage are key responsibilities. As a hands-on manager, troubleshooting unique customer issues, offering consultative solutions, and collaborating with internal departments are part of the job. Ultimately, the goal is to ensure customers have a positive experience and receive products that meet their needs.

How will you make an impact?

• Manage trouble-tickets for customers encountering challenges with NiCE or other NiCE technology software products.
• Deliver exceptional customer support via telephone, chat, and email communications.
• Act as a technical liaison for cross-functional departments within NiCE.
• Support Technical Support Engineers with advanced troubleshooting.
• Interpret customer requirements and provide appropriate solutions.
• Participate in rotating after-hours "on-call" support.
• Lead and coach a team of Technical Support Specialists.
• Prioritize department activities, manage projects, and oversee recruitment and performance management.

Have you got what it takes?

• Requires a Bachelor's degree in Computer Science, Business Information Systems, or related field, or equivalent experience.
• Minimum of 6 years in technology-related roles or technical support positions in software, telecommunications, or LAN/WANs.
• At least 4+ years of managing high performing teams in a complex, fast-paced environment.
• Exceptional problem-solving skills and demonstrated technical proficiency.
• Outstanding customer service and communication skills, both verbal and written.
• Strong understanding of TCP/IP fundamentals, ability to multitask, and proficiency in Microsoft Office applications.

You will have an advantage if you also have:

• Advanced TCP/IP experience
• Basic to advanced understanding of telephony
• Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling Experience in scripting using web services.

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.
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

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.

Requisition ID:
8988

Reporting into:
Director, Customer Success

Role Type:
Manager

About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.