Senior Technical Support Engineer - Enterprise SaaS

NiCE; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

NiCE seeks an experienced technical customer service engineer to diagnose and resolve complex software issues for our contact centre customers. You will use logs, traces, and network knowledge to identify root causes, while maintaining professional communication with clients and cross-functional teams.

You will mentor peers, contribute to knowledge content, and help optimize processes to meet SLA targets. A strong background in SaaS support and networking is essential for success.

Qualifications

• Bachelors in CS/IS or equivalent work exp.
• Strong SaaS support background preferred.
• Solid knowledge of networking (TCP/IP, HTTP, proxies) and databases.

Responsibilities

• Provide advanced technical support to customers via phone, chat, email.
• Pull and analyse logs, traces, packet captures to determine root cause.
• Communicate clearly and professionally with customers and stakeholders.
• Mentor colleagues on communication, troubleshooting and product knowledge.
• Improve procedures to increase efficiency and SLA adherence.
• Own cases end-to-end and drive to timely resolution with escalation where needed.

Skills

SaaS support

Networking TCP/IP

Log analysis

Communication skills

Problem solving

Education

Bachelor's degree in CS/IS

Tools

SQL

Knowledge base systems

Job description

NiCE seeks an experienced technical customer service engineer to diagnose and resolve complex software issues for our contact centre customers. You will use logs, traces, and network knowledge to identify root causes, while maintaining professional communication with clients and cross-functional teams.

You will mentor peers, contribute to knowledge content, and help optimize processes to meet SLA targets. A strong background in SaaS support and networking is essential for success.