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Global Client Support Engineer
hace 1 semana
- Collaborate with cross-functional teams, including Support and R&D, to deliver end-to-end solutions for customers worldwide
- Foster high customer satisfaction throughout the issue resolution process through regular updates
- Conduct detailed troubleshooting to provide quality support and minimize escalations
- Participate in knowledge transfer activities as required
- Adhere to established support processes, procedures, and contractual SLAs
- Document interactions related to service requests in the NICE Support System according to SLA
- Travel to customer sites when necessary to resolve product issues and introduce new products to beta customers and NICE staff
Requirements:
- Advanced English proficiency (B2 or higher)
- Minimum 2 years of experience supporting large, global, complex enterprise software clients
- Bachelor's degree in Computer Science, Software Engineering, or a similar technical discipline
- Minimum 2 years of experience working primarily on Server issues
- Strong network troubleshooting skills, including experience with various tools
- Ability to detect and troubleshoot SQL Server-related CPU, memory, I/O, disk space, and other resource contention
- In-depth knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication
- Minimum 2 years of experience in customer support serving global customers
- Willingness to work during off-hours as per shift rotations to address critical issues/situations
- Excellent verbal and written communication skills
Additional Information:
This role operates under a Hybrid Model (2 days On-site, 3 days at home).
