Hybrid Technical Support Engineer – Networking & SaaS

NICE; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

NiCE in the United States is seeking an experienced Technical Support Engineer to resolve complex SaaS and networking issues for enterprise customers, ensuring service restoration and value realization. You will analyze logs, traces, and packet captures, mentor colleagues, contribute to knowledge bases, and collaborate with Product, R&D, QA, and Professional Services to drive timely resolutions.

This role requires strong communication, the ability to work independently, and a flexible, hybrid

Qualifications

• 2+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Three+ years of experience with SaaS, telecommunications, contact centre software, and networking tech (TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, MSSQL/Oracle/MySQL).
• Excellent technical, analytical, and problem-solving skills for complex SaaS multi‑platform environments.
• Strong written and verbal communication; assertive and friendly while documenting details clearly.
• Time management and multi-tasking in an interrupt-driven environment.

Responsibilities

• Provide advanced technical support to customers via phone, online, chat, and email.
• Analyse logs, traces, and packet captures to determine root causes.
• Mentor colleagues on communication, troubleshooting, and product knowledge.
• Improve procedures and processes to increase efficiency and effectiveness.
• Ensure cases progress per SLA and drive timely resolution.
• Develop and maintain knowledgebase content using KCS practices.

Skills

Technical support

Networking

SaaS

Log analysis

SQL databases

VoIP

Communication

Mentoring

Education

Bachelor’s degree in computer science, information systems, networking, or equivalent

Tools

Logs analysis tools

Job description

NiCE in the United States is seeking an experienced Technical Support Engineer to resolve complex SaaS and networking issues for enterprise customers, ensuring service restoration and value realization. You will analyze logs, traces, and packet captures, mentor colleagues, contribute to knowledge bases, and collaborate with Product, R&D, QA, and Professional Services to drive timely resolutions.

This role requires strong communication, the ability to work independently, and a flexible, hybrid