Summary

This remote team lead role provides advanced technical support for NiCE contact centre software and SaaS platforms. The individual contributor handles complex escalations, analyses technical data, mentors colleagues, and improves knowledge and support processes.

Responsibilities

• Provide advanced technical support across customer channels
• Analyse logs, traces, and packet captures
• Manage escalated cases against sla targets
• Diagnose root causes and prevent recurrence
• Mentor colleagues on troubleshooting and communication
• Create knowledge articles using kcs methodology
• Document software bugs for r&d resolution