Advanced Technical Support Engineer – Networking & SaaS

Nice Ltd.

United Kingdom

Hybrid

GBP 35,000 - 55,000

Full time

14 days+

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Job summary

NiCE Ltd. in the United Kingdom is seeking an experienced Technical Support Engineer to join our global team. You will provide advanced technical support for our software solutions, diagnose complex issues, and collaborate with customers to minimize downtime.

The role demands deep knowledge of networking, SaaS platforms, and database tech, along with strong communication and mentoring skills. You will work in a hybrid environment and contribute to process improvements and knowledge base content.

Qualifications

2+ years in a technical customer service or technical support role.
Deep knowledge of SaaS tech, telecoms, contact centre software, and networking basics.
Strong written and spoken communication; able to document issues clearly.
Experience with SQL databases (MSSQL, Oracle, MySQL) and scripting.
Ability to manage multiple cases, prioritize, and work in a fast-paced environment.

Responsibilities

Provide advanced technical support to customers via phone, web, chat, and email.
Pull logs, traces, and captures to diagnose root causes.
Mentor colleagues and improve knowledge sharing.
Ensure SLA targets are met and cases progress toward resolution.
Collaborate with Product, R&D, QA, and CS teams to resolve issues.