Technical Support Engineer: Resolve Critical Network Issues

NiCE; United Kingdom; On-site; GBP 40,000 - 55,000; Full time

Job summary

NiCE is seeking a skilled Technical Support Engineer to join our team in the United Kingdom. You will provide advanced technical assistance for SaaS products, diagnose complex issues, and guide customers through resolution steps with clear communication.

The role emphasizes ownership, mentorship, and continuous improvement of processes and knowledge bases. You will collaborate with Product, R&D and QA teams to resolve high-impact incidents, while maintaining high customer satisfaction and SLA

Qualifications

• 2+ years in a technical customer service or support role.
• Strong knowledge of SaaS, networking tech and contact centre software.
• Excellent problem-solving and written/verbal communication skills.

Responsibilities

• Provide advanced technical support to customers via phone, chat, email.
• Analyze logs, traces, and packet captures to determine root causes.
• Mentor colleagues on communication, troubleshooting, and product knowledge.
• Maintain ownership of cases and drive them towards timely resolution per SLA.
• Create and update knowledge content using best practices.

Skills

Technical support

SaaS technologies

Networking fundamentals

Troubleshooting

Communication

Education

Bachelor’s degree in CS or related

Tools

MSSQL

Oracle

MySQL

Web Services / API

Job description

NiCE is seeking a skilled Technical Support Engineer to join our team in the United Kingdom. You will provide advanced technical assistance for SaaS products, diagnose complex issues, and guide customers through resolution steps with clear communication.

The role emphasizes ownership, mentorship, and continuous improvement of processes and knowledge bases. You will collaborate with Product, R&D and QA teams to resolve high-impact incidents, while maintaining high customer satisfaction and SLA