Senior Technical Support Engineer

IT – Information Technology Atlanta, Georgia


Description

Tech Support Engineer JD

Friday, July 23, 2021

1:27 PM

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

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.