Team Lead, Technical Support — Complex SaaS & Networking

NiCE; Nice; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

NiCE is seeking a Team Lead, Technical Support to drive expert technical assistance for customers and mentor a team of support engineers. You will own complex cases, analyze root causes using logs and traces, and ensure timely resolutions per SLA while improving processes and knowledge content.

The role requires strong SaaS and networking expertise, the ability to communicate clearly with stakeholders, and a proactive, hands-on approach in a fast-paced, agile environment at our Nice, France

Qualifications

• 7+ years’ work experience in a technical customer service role.
• Minimum of three years of experience with SaaS, telecommunications, contact centre software, and networking tech (VOIP, SIP, TCP/IP, HTTP/HTTPS).
• Excellent technical, analytical, and problem-solving skills in SaaS multi-platform environments.
• Strong written and verbal communication, assertive and customer-focused.
• Ability to multi-task in an interrupt-driven environment and manage priorities.
• Experience creating and updating knowledgebase resources (KCS knowledge).
• Proven ability to drive issues to resolution with internal and external resources.
• Ability to communicate across Product, R&D, QA, and Professional Services teams.
• Industry experience in contact centre business and networking/telecom architectures.
• Independent worker who thrives in a fast-paced, agile environment.

Responsabilités

• Provide advanced technical support to customers via phone, online, chat, and email.
• Mentor colleagues on communication, troubleshooting, and product knowledge.
• Investigate root causes using logs, traces, and packet captures to identify and resolve issues.
• Ensure cases progress according to SLA and accelerate resolution with internal/external resources.
• Develop training materials and knowledge content using KCS methodology.
• Assist on-call activities and adapt to flexible scheduling as needed to support customers.

Connaissances

Technical Support

VoIP networking

SLA knowledge

Mentoring

Customer communication

Root cause analysis

Formation

Bachelor's degree

Outils

SaaS

VOIP

SIP

MSSQL

Oracle

MySQL

Description du poste

NiCE is seeking a Team Lead, Technical Support to drive expert technical assistance for customers and mentor a team of support engineers. You will own complex cases, analyze root causes using logs and traces, and ensure timely resolutions per SLA while improving processes and knowledge content.

The role requires strong SaaS and networking expertise, the ability to communicate clearly with stakeholders, and a proactive, hands-on approach in a fast-paced, agile environment at our Nice, France