Technical Support Engineer

Overview

The Technical Support Specialist will provide technical assistance and support to customers, diagnosing and troubleshooting issues, implementing solutions, and documenting procedures. They will also educate and train customers on product use.

• Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Properly identify and, when necessary, escalates complex requests to the next level of support.
• Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Maintain thorough records of customer interactions, issue resolutions, and follow‑ups for continuous improvement.
• Work closely with the engineering team to enhance product functionality and resolve recurring issues.
• Continuously learn and improve expertise in help desk procedures, products, and services.
• Develop and maintain internal support tools to improve efficiency and customer experience.
• Provide technical support via written and verbal communication (English).
• Troubleshoot product issues across software, APIs, and integrations.
• Analyze logs, errors, and system behavior to identify root causes.
• Guide users step‑by‑step through solutions.
• Use help desk and remote support tools such as Zendesk.

• 3+ years of experience as a Product Support Engineer or similar technical support role.
• Hands‑on experience with Windows and Linux environments.
• Proven experience in a technical support/product support role.
• Strong troubleshooting mindset (logs, errors, root‑cause thinking).
• Experience working with REST APIs (making requests, understanding responses, basic debugging).
• Ability to read logs and interpret errors/stack traces.
• Familiarity with tools such as Postman and browser developer tools.
• Comfortable working in a collaborative team environment under pressure.
• Strong familiarity with software development concepts, databases, and system design.
• Understanding of customer service best practices, with a proactive and solutions‑driven approach to support.
• Outgoing and approachable personality, thriving in a collaborative, social team environment.
• Proactive problem‑solver with a hands‑on, solution‑oriented mindset.
• Ability to provide clear, step‑by‑step technical assistance in both written and verbal formats.
• Strong problem‑solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.
• Experience with cloud‑based technologies and familiarity with basic programming languages.

• OAuth2, JWT, SSO.
• Role‑based access control (RBAC).
• Understanding of GDPR and secure communication principles.
• Experience with monitoring tools such as Grafana and Kibana.
• Exposure to Docker / containerized environments.
• Awareness of cloud platforms (AWS, Azure).
• Basic programming or scripting experience.
• Familiarity with JSON / XML.
• Basic HTML/CSS.
• Experience with help desk platforms such as Zendesk.

Opportunity for continuous learning and career growth in a fast‑paced, collaborative environment.

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.