Technical Support Engineer

NICE

Position Technical Support Engineer

Location:  Denver, CO

Position Summary

You will be the technical contact for various large priority clients and request technical assistance via many channels including phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.  

Key Responsibilities:

• Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Participate in knowledge transfer activities as required
• Work in accordance with NICE support process, procedures, contractual SLA’s
• Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
• Travel to customer sites when required to resolve product issues as well as introduce new products to beta customers and NICE staff

Education:

• Bachelor's degree in Computer Science, Software Engineering, or similar technical discipline

Key Requirements:

• Minimum 2-year experience supporting large, global, complex enterprise software clients
• Minimum 2-year experience working mainly on Server issues
• Network troubleshooting skills (working with different tools)
• Minimum 2 years supporting VOIP telephony systems such as Avaya or Cisco
• Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
• Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention
• Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.
• Minimum 2 years’ experience in customer support serving global customers
• Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
• Must be able to travel up to 20% of the time
• Excellent verbal and written communication skills