Summary

This senior individual-contributor role provides advanced technical support for NiCE software used in customer contact centres. The role is remote and focuses on resolving complex customer issues across SaaS, networking, telecommunications, and database environments, while mentoring colleagues and working with R&D.

Responsibilities

• Analyze logs, traces, and packet captures
• Manage escalated customer support cases
• Identify root causes and coordinate fixes
• Monitor third-party incidents against service targets
• Create knowledge articles and coach colleagues
• Partner with R&D to reproduce software bugs
• Train colleagues on troubleshooting and networking