Technical Support Engineer

What’s the role all about?

The Associate Technical Support Engineer (TSE) is a frontline support engineer who provides technical assistance to our customers’ technical support and IT staff. The TSE handles complex issues that require deep technical knowledge and excellent problem‑solving skills.

• Develop subject matter expertise in our core technologies, and at least one other technology specialty.
• Provide technical support to customers via phone, online chat, and email.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication, building confidence among all customers and stakeholders.
• Actively listen, ask relevant questions and appropriately challenge customers.
• Own and communicate responsibility for each incident from initial report through resolution, even when others are involved.
• Provide timely, articulate, effective, and substantive updates via our incident management system, ensuring all case details are captured in notes and communicated to the customer throughout the resolution process.
• Reach agreement with the customer on severity and priority, ensuring it is correctly set in the case throughout the resolution process.
• Ensure each case you own progresses according to the response and resolution targets specified in our Service Level Agreements (SLA).
• Perform other duties as assigned.

• Associate degree or currently working toward a bachelor’s degree in Computer Science, Business Information Systems, Networking, or a similar field, or equivalent work experience required.
• 2+ years’ work experience in a technical support capacity supporting Internet Service Providers, networks, and/or business software.
• 2+ years’ experience with at least one of these technologies: contact center software, telecommunications, computer networking, programming, and integrations. Specific technologies include ACD/IVR, workforce management, screen recording, analytics, quality management, reporting, outbound dialer, etc.
• Knowledge of SONUS, WebRTC, SIP, LCR, V , PSTN, VoIP, dedicated circuits (T1, DS3, MPLS, etc.), dialer best practices, PBX, carrier interactions, OC‑X, toll‑free services.
• Experience with Ethernet hardware, load balancers, proxies, firewalls, routers, gateways, and protocols such as TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP.
• Experience with relational databases such as MSSQL, Oracle, MySQL, MariaDB, REST APIs, SOAP APIs, scripting logic development, and log‑based fault isolation.
• Experience with CRM software such as Salesforce.
• Strong technical, analytical, and problem‑solving skills for diverse issues in high‑pressure, complex, multi‑platform/system/vendor environments.
• Understanding of networking technologies and telecommunications architecture (PBX, carriers, VoIP, SIP, IP routing).

Join an ever‑growing, market‑disrupting, global company where you’ll work with top talent in a fast‑paced, collaborative, and creative environment. Every day at NiCE is a chance to learn, grow, and pursue internal career opportunities across multiple roles, disciplines, domains, and locations. You will benefit from our NICE‑FLEX hybrid model, offering 2 days of office work and 3 days of remote work each week.

NiCE is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.