So, what’s the role all about?

The Senior Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services. 

How will you make an impact?  

• Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Properly identify and escalate complex requests to the next level of support when necessary.
• 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 technical 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 (e.g. Zendesk)

Have you got what it takes?

• 3+ years of experience as a Product Support Engineer or in a similar technical support role.
• Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
• Proven experience in a technical support / product support role
• Strong troubleshooting mindset (logs, errors, root cause thinking)
• Solid understanding of Windows and/or Linux environments
• Experience working with REST APIs (making requests, understanding responses, basic debugging)
• Ability to read logs and interpret errors/stack traces
• Familiarity with tools like: Postman (or similar API tools) 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, capable of thriving in a collaborative, social team environment.
• A 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.

 You will have an advantage if you have:

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

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 9248
Reporting into: Senior Director, Customer Management
Role Type: Individual Contributor