About the job
As a Technical Support Engineer, you will play a crucial role in addressing and resolving product and integration challenges presented by clients, partners, platform providers, and internal teams. Your primary responsibilities will include:
- Thoroughly reviewing and investigating technical issues to provide accurate guidance on product usage, ensuring a positive experience for all customers.
- Utilizing effective problem-solving techniques to deliver reliable solutions quickly and efficiently.
- Adhering to the NICE support processes, procedures, and contractual service level agreements (SLAs).
- Assisting customers via multiple communication channels, including phone, email, and web-based contact methods (such as chat and e-Services).
- Documenting all customer interactions in the CRM tool in compliance with SLAs, aiming to resolve issues on the same day, ideally during the first interaction.
- Understanding customer configurations and having the ability to make necessary adjustments.
- Possessing a deep understanding of real-time payment systems, wire payment systems, and API architecture to swiftly resolve critical issues that arise during business hours or while on-call.
- Troubleshooting various technical aspects, including network, VPN, SFTP, certificate, public key authentication, and SSO configurations.
- Engaging with high-touch customers and participating in account reviews as a subject matter expert.
- Collecting, analyzing, and replicating client issues that qualify as defects, documenting them in the engineering tracking system.
- Maintaining a repository of known issues in both internal and customer-facing documentation.
- Collaborating with product teams through active participation in case reviews, bug scrubs, planning, and feature request reviews.
- Being available to participate in a rotating on-call schedule.
