Tier 2 Technical Support Engineer

Position at NICE CXone

Technical Support Engineer
Location: Salt Lake City, UT -

**This is a hybrid position! Meaning you work from home 3 days a week, and you work from the office in Sandy, UTAH 2 days a week.

The Tier 2 Technical Support Engineer (TSE) is a frontline support engineer and provides technical assistance to our customers' technical support and IT staff who support our suite of contact center software solutions. Our solutions utilize complex technologies, and the associated issues require deep technical knowledge and excellent problem-solving skills to resolve.

You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other TSEs and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.

As a Tier 2 Technical Support Engineer, a Typical Day Might Include the Following:

• 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)
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills
• Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding process, general concerns, chronic or systemic in nature
• Open and monitor incidents created with 3rd party providers
• Create useful knowledge content and update existing knowledgebase articles using Knowledge Centered Service (KCS) methodology
• Develop broad and specific industry knowledge and continually sharpen understanding of contact center and technology business practices
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
• Develop and maintain consistent performance on all key performance indicators
• Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
• Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues
• Read and analyze network and other technical diagrams to aid in problem diagnosis and resolution
• While a consistent work schedule is the norm, the ability to work a flexible schedule and provide on-call services may be required

To Land This Gig You'll Need:

• Associates degree or currently working towards a Bachelors 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
• Familiar with contact center management concepts such as scheduling, performance measures and management, reporting, quality assurance methods, analytics, etc.
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately
• Proven ability to utilize, create and update knowledgebase resources in the course of your work
• Industry experience including understanding of the contact center business, as well as general market and business trends
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP, SIP, IP Routing)
• Demonstrated ability to work independently as part of a larger team
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking and strong problem-solving skills
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively

Bonus Experience:

• Management and leadership experience in a technology company

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world's #1 cloud customer experience platform, NICE CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.