NiCE · 6 hours ago
Associate Technical Support Engineer
Sandy, UT
Full-time
Hybrid
Entry Level
2+ years expNiCE is a global company known for its innovative software solutions used by many Fortune 100 corporations. The Associate Technical Support Engineer provides frontline technical assistance to customers, requiring deep technical knowledge and excellent problem-solving skills to resolve complex issues related to contact center software solutions.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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 in all aspects of your work while building confidence among all customers and stakeholders
Ability to actively listen, ask relevant questions and challenge customers appropriately
Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
Other duties as assigned
Qualification
Required
Associate degree or currently working towards a bachelor's degree in Computer Science, Business Information Systems, Networking or 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 working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming and Integrations. Specific technologies include but are not limited to: ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc
SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services
Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP
Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation
C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools
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)
Benefits
NICE-FLEX
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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