Senior Tech Support Engineer - Networking & Escalations

Greenhouse Software, Inc.

United Kingdom

Remote

GBP 55,000 - 75,000

Full time

3 days ago

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Job summary

NiCE Ltd. is seeking a Senior Technical Support Engineer to provide advanced tech support for our software, with a focus on networking, SaaS, and database technologies. You will analyze complex issues, mentor peers, and help improve processes and knowledge resources.

The role requires strong communication skills, a proactive mindset, and the ability to operate in a fast-paced, agile environment; occasional on-call work may be needed. Reporting into the Director of Professional Services.

Qualifications

5+ years in a technical customer service role.
3+ years with SaaS, networking, and relational databases.
Excellent technical, analytical, and problem-solving skills under pressure.
Excellent written and verbal communications with clear documentation.
Bachelor's degree in CS or related field, or equivalent experience.
Experience with VoIP and telephony tech is a plus.

Responsibilities

Provide advanced technical support to customers via phone, online, chat, and email.
Analyze logs, traces, and captures to determine root causes.
Mentor colleagues on communication, troubleshooting, product knowledge and case work.
Improve procedures to increase efficiency and effectiveness.
Ensure cases progress per SLA and drive timely resolutions.
Create training materials and update knowledgebase using KCS practices.
Open and monitor incidents with 3rd party providers.