Technical Support Engineer

Job Title    Senior Technical Support Engineer

Job Description    

NICE is looking for a Senior Technical Support Engineer to join our Customer Support Team in Atlanta supporting our NICE Analytics Solutions globally.

Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call rota.
Job Responsibilities    ·      

• Adhere to Service Level Agreements
  ·       Demonstrate strong case ownership
  ·       Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
  ·       Conduct thorough and detailed troubleshooting to provide quality support to clients
  ·       Manage customer & business partner expectations effectively to prevent escalations
  ·       Maintain high customer satisfaction throughout the problem resolution process
  ·       Work in accordance with NICE support processes, procedures, and contractual SLAs
  ·       Work with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution
  ·       Participate in knowledge transfer activities as required
  ·       Track clear case updates on analysis throughout the lifecycle of a case
  ·       Provide deep dive analysis before consulting/engaging R&D
  ·       Provide clear case descriptions, symptoms and business impact statements etc.
  ·       Share knowledge with and mentor / coach other engineers
  ·       Manage case and customer updates on progress and next steps within SLA
  ·       Engage the right R&D team to assist until root cause and resolution are found
  ·       Manage the end customer expectations based on R&D findings
  ·       Articulate high level or technical updates to internal / external stakeholders
  ·       Availability out of hours as required (nights / weekends) to address critical issues
  Technical Skills
       ·       Understand complex solutions and configurations
  ·       Analyze and draw conclusions from log files
  ·       Isolate the exact problem component based on the system / data flows / API commands etc.
  ·       Restore critical cases and determine the actual root cause
  ·       Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan
  ·       Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA
  ·       Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)
  ·       Ability to learn/understand product code would be an advantage
  ·       Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols
  ·       Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)
  ·       Web technologies (ASP.NET, XML, XSLT)            
  ·      Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)
   
  Qualifications / Education
       ·       Bachelor's degree in Computer Science / Software Engineering (or similar)
  ·       3+ years of Experience in Web Applications support
  ·       Experience in Database Troubleshooting and Tuning (MS SQL)
  ·       Experience in IT (Network and system) support working on server issues mainly
  ·       Strong troubleshooting and problem-solving skills
  ·       Experience in technical support serving global enterprise level customer accounts
   
  Personal attributes
       ·       Excellent verbal and written communication skills
  ·       Meticulous about documentation and record-keeping 
  ·       Ability to provide clear, succinct, and positive communications
  ·       Ability to tailor communications for a high level or technical audience
  ·       Ability to communicate clearly with a technical / managerial audience
  ·       Ability to manage customer crisis escalations within service level agreements
  ·       Ability to work well in a global team
  ·       Ability to be critically analytical
  ·       Ability to learn quickly and educate oneself on relevant technologies and processes
  ·       Ability to multitask and prioritize work commitments
  ·       Ability to remain focused and calm under pressure
   
  On Call    ·       On Call frequency: One in 6 weeks (currently)
  ·       On Call Hours:    Two 12 hour shifts between M-Th 8pm – 8am EST
   
  Hours    ·       40 hours per week 9am – 6pm or  1pm - 10pm