Lead Technical Support Engineer Location: Greater Salt Lake City, UT Area
A successful Lead Technical Support Engineer will manage a highly technical team of engineers to ensure the success of our Enterprise and Partner lines of business. This role will also provide advanced technical assistance of custom applications to end-users of the Nice inContact suite of technology products.
Responsibilities include ensuring published service level agreements, MTTR and CSAT metrics are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base.
As a working Lead, this position requires the ability to troubleshoot unique customer issues, higher network and platform level issues, act in a consultative fashion to help the Technical Support and Operations team(s) arrive at a mutually beneficial solution for our customers, carriers, partners and coordinate with internal departments to provide a collaborative solution experience that will leave the NICE inContact customer with a positive experience and a product that meets their needs.
Additionally, a Technical Support Team Leader will be responsible for addressing ongoing training needs for Technical Support and will work with existing Engineers, NICE inContact Partners and Technical Support Supervisors to improve work flow and assist in advanced troubleshooting.
This position will also assist the Manager and Director of Technical Support by acting as a backup when needed and providing insight and feedback on technical issues.
Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II
Coach and develop others actively
Quality monitors employees and discusses the results
Investigates and coordinates resolution and recovery actions for aging Incidents
Acts as a technical liaison or subject matter expert with support to cross-functional NICE inContact departments
Assists in training and provides support to Technical Service Tier 1,2, and 3 Engineers with advanced trouble-shooting needs
Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices
Creates, manages and responds to trouble-tickets submitted to Tier 3 by internal departments on behalf of customers that are experiencing challenges using inContact technology software products
Responsible for working with 3rd party vendors including partners and carriers
Attends meetings and trainings as required
Responsible for supporting high level escalations
Must be available 24/7 as an escalation point for Tier 2/3 staff and management
Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner
Ability to Troubleshoot Networking, VoIP and Digital Tap Telephony Systems, Windows Server OS, and server hardware issues for all SAAS products
Ability to understand and follow project buildouts
Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite
Identifies and documents product and network defects requiring code changes to correct bugs
Ability to read and comprehend application and server log files
Oversees the management of trouble tickets, seeking resolution to close tickets and support customers quickly and efficiently
Regularly works flexible schedule and participates in the on-call rotation as needed
Travel to customer's locations is required when an onsite Technical Resource is required
Follow the company Code of Ethics, Values and Policies and Procedures at all times
Communicate in an effective and professional manner with customers inside and outside of NICE inContact
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.
To Land This Gig You'll Need:
Bachelor's degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
6+ years in a technical role in telecommunications, software or LAN/WANs
3+ years in a technical support role for software and hosted products
1+ years in a management-related position.
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP) TCP/IP networking knowledge and VoIP technology exposure, including SIP, SIP2, SCCP, NEC, H323 (Avaya, Cisco, Siemens), MGCP and Unistim, also knowledge of Softphones
Familiarity with and understand the following Telephony Integrations: Avaya, Cisco, ShoreTel, MiTel, Nortel, Ai-Logix, VoIP, Genesys, SB
iWFO products: Screen Recording, Playback (web portal, IIS, WMS, API, Info Broker), Desktop Analytics, Speech Analytics, OnDemand, Reporting, Archiving, SQL Database
Web Services and API knowledge and understanding of conceptual use
Demonstrated technical problem solving proficiency
Understanding of basic channel scripting fundamentals
Solid understanding of internet fundamentals
Excellent analytical and advanced troubleshooting skills with end- users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects per specifications and deadlines
Meet requirements of Tier 1-2-3 training and abilities
Advanced TCP/IP experience
Basic to advanced understanding of telephony
Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling
Experience in scripting using web services
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXone, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.