Description

You will serve as a senior technical lead providing advanced-level support and end-to-end case management for large enterprise customers.

This role is hybrid.

Responsibilities

• Own the resolution and troubleshooting of high-impact technical break/fix cases.
• Manage complex technical escalations and lead multi-participant customer calls involving senior executives.
• Partner with ISD, Product Management, R&D, and QA teams to drive root cause correction and process improvements.
• Provide regular technical updates and proactive recommendations to reduce case volume.
• Anticipate customer needs by monitoring technical environments and planned product enhancements.

Required Skills

• 10+ years of experience in technical environments.
• Minimum 5 years in customer-facing advanced technical support, preferably in Tier 2 or Tier 3 roles.
• Experience managing enterprise-level customers in a technical support capacity.
• Expertise in VoIP, SIP, and Route Management.
• Hands-on experience with telephony ACD administration.
• Proficiency in computer networking and network administration.
• Experience using Wireshark or other packet capture technologies to interpret network traffic.
• Technical knowledge of APIs, VPN, and SaaS environments.

Preferred Skills

• Deep technical understanding of NICE Engage products.
• Experience with telecommunications and contact center software.

Key Skills

Education

Any Graduate