Technical Support Specialist

NiCE; Düsseldorf; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NiCE in Düsseldorf, Germany is hiring a Technical Support Specialist to provide expert technical assistance, diagnose and resolve customer issues, and educate users on our products and services. You will be the first line of contact, escalate complex requests, document procedures, and collaborate with developers to improve functionality.

The role requires 3+ years in product support, strong Windows/Linux skills, and a customer‑centric mindset.

Qualifications

• 3+ years of experience as Product Support Engineer or in a similar technical support role.
• Hands-on experience with Windows and Linux operating systems.
• Solid understanding of software, hardware, and technical products.
• Familiarity with databases and basic systems design concepts.
• Customer-centric mindset with proactive, solutions-driven approach.
• Clear written and verbal communication; able to work in a collaborative team.

Responsibilities

• Act as the first line of support for customer issues, delivering timely assistance.
• Escalate complex requests to appropriate teams when needed.
• Document issues, resolutions, and follow-ups for continuous improvement.
• Collaborate with developers to improve product functionality and reduce recurring issues.
• Expand product and process knowledge through ongoing learning.
• Contribute to internal support tools to improve efficiency and customer experience.

Skills

Windows

Linux

Cloud technologies

Programming basics

Customer-focused mindset

Excellent communication

Team collaboration

Tools

Databases

System design

Job description

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 Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.

How will you make an impact?

• Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Efficiently Escalate Issues – Properly identify and elevate complex requests to the next level of support when necessary.
• Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
• Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
• Expand Product & Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services.
• Enhance Internal Tools – Develop and maintain internal support tools to improve efficiency and customer experience.

Have you got what it takes?

• Proven Product Support Experience – 3+ years of experience as a Product Support Engineer or in a similar technical support role.
• Technical Expertise – Hands‑on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
• Software & Systems Knowledge – Strong familiarity with software development concepts, databases, and system design.
• Customer‑Centric Mindset – Understanding of customer service best practices, with a proactive and solutions‑driven approach to support.
• Excellent Communication & Team Fit – Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.
• Can‑Do Attitude – A proactive problem‑solver with a hands‑on, solution‑oriented mindset.
• Effective Technical Support Delivery – Ability to provide clear, step‑by step technical assistance in both written and verbal formats.
• Analytical & Troubleshooting Skills – Strong problem‑solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
• Cloud & Programming Knowledge – Experience with cloud‑based technologies and familiarity with basic programming languages.

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.

About NiCE Cognigy

NiCE Cognigy delivers AI that works—fast, human, and enterprise‑ready. As the leading AI‑first CX platform built for real‑world scale, we combine Generative and Conversational AI through orchestration, tools, and enterprise systems to power Agentic AI. Backed by global CX leader NiCE, we empower brands with AI Agents that redefine customer experiences and achieve measurable ROI—instantly, across every channel and in 100+ languages.

About NiCENICE

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120million customer interactions and monitors3+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.