NiCE · 19 hours ago
Senior Designated Support Engineer
United States
Full-time
Remote
Senior Level
6+ years expNiCE is an innovative company known for its software products that enhance customer experiences and ensure public safety. They are seeking a Senior Designated Support Engineer to provide technical assistance on applications, troubleshoot customer issues, and collaborate with internal departments to deliver effective solutions. The role involves managing tickets through various communication methods and maintaining thorough documentation of actions taken.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Work tickets via a web-based ticketing system, email, voice, or chat
When working tickets: Validate for correct prioritization and monitor communication to users of progress
Fix end-user issues that can be resolved on applications
Record and route incidents to specialist groups
Provide resolution and recovery of incidents
Keep clear and thorough records in the ticketing system of all actions taken
Escalates incidents when necessary
Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
Opens and monitors incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc
Reads and analyzes network diagrams
Regularly works flexible schedule and on-call services
Effectively and professionally communicates with internal and external customers
Qualification
Required
Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required
6+ years of work experience in a customer service field, preferably in a technical capacity
Excellent technical, troubleshooting, and analytical skills
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
Preferred
4+ years in a technical support role in software or telecommunications environment
IP Telephony/ Telecommunications experience
Experience in a telephony/telecommunications
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts
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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