Technical Support Engineer

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

**Technical Support Engineer, CX**

**Medellin, Colombia**

**Hybrid model (2 days per week at the office)**

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

**So, what’s the role all about?**

Quickly resolving issues with our software, especially those affecting customer contact centers, is crucial to mitigate financial risks for clients and enhance the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty.

**How will you make an impact?**
- Demonstrate deep expertise in core technologies and develop proficiency in additional areas.
- Provide advanced technical support via various channels, using tools to analyze logs, traces, APIs, and packet captures for issue resolution.
- Take strong ownership and accountability in driving cases to resolution, ensuring progress aligns with SLA targets.
- Communicate professionally and assertively, translating technical concepts into business impact for non-technical audiences.
- Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
- Document troubleshooting guides and contribute to the internal knowledge base (KB / How To Articles).
- Act as a point of escalation for complex or high-visibility customer issues.
- Proactively identify recurring problems, propose automation or process improvements, and collaborate across engineering, product, and operations.
- Maintain customer-first mindset, balancing technical solutions with business needs to build trust and long-term relationships.
- Work is based on a regular daytime schedule (7 AM-4 PM, 8 AM-5 PM, or 9 AM-6 PM). Since we collaborate with clients worldwide, flexibility may be required to adjust working hours according to project needs.

**Have you got what it takes?**

**Required Qualifications**
- Bachelor’s degree in Computer Science, Business Information Systems, Networking or a similar field, or equivalent work experience.
- 5+ years’ experience in technical customer service, preferably in technical support roles.
- 3+ years of advanced knowledge in SaaS technologies, relational databases, data/metric analysis, and reporting platforms.
- Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
- Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
- Effective time management and multitasking abilities in fast-paced, interrupt-driven environments.
- Proven ability to resolve escalated customer problems using internal and external resources.
- Familiarity with support ticketing systems (e.g., Salesforce, Jira, ServiceNow).
- Strong collaboration skills, able to communicate effectively across technical and business teams.
- Knowledge of network topology, PBX, VoIP technologies, SIP, H323, TCP/IP networking.

**Soft Skills & Culture Fit**
- Emotional intelligence and empathy when dealing with frustrated customers.
- Resilience and adaptability in high-pressure situations.
- Curiosity and self-starter mindset to learn new technologies quickly.
- Strong teamwork and cross-functional collaboration.

**Nice-to-Have Technical Extras**
- Familiarity with cloud platforms (AWS).
- Exposure to APIs (REST/GraphQL) for debugging integrations (e.g., Postman).
- Basic scripting (Python, Bash, PowerShell) for automation.
- Experience with monitoring/logging tools (CloudWatch or similar).

**#LI-Hybrid**
- This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required._
- This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.**What’s in it for you?**

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

**E