Technical Support Engineer

Review and investigate product and integration issues raised by clients, partners, platform providers and internal teams.

• Provide accurate guidance on product usage questions and educate customers as needed to ensure a positive user experience.

• Provides reliable solutions to a variety of problems using sound problem solving techniques. • Working in accordance with NICE support process, procedures, contractual SLA’s

• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).

• Documenting all customer interactions in CRM tool in accordance with SLA. • Resolve issues on the same day, ideally during the first interaction.

• Understand customer configurations and models with the ability to make modifications.

• Deep understanding of real-time payment systems, wire payment systems, API architecture to provide quick resolutions on critical impact issues occurring during business hours or while on-call.

• Troubleshoot network, VPN, SFTP, certificate, public key authentication, SSO configurations.

• Engage with high touch customers on the phone and participate in account reviews as subject matter expert.

• Collect, analyze, and reproduce client issues which qualify as defects in the engineering tracking system.

• Document known issues in the internal and customer facing documentation portals.

• Collaborate with Product teams through participation in case reviews, bug scrubs, planning, feature request reviews. • Must be able to participate in rotating on-call schedule

Required Experience:

• Excellent verbal and written communication skills in English.

• At least 2 years in technical support facing customers and resolving issues.

• Fast learner with ability to educate her/himself on relevant technologies

• Excellent technical and analytical skills.

• High level of responsiveness in all communications.

• Excellent organizational skills, ability to set own task lists and timelines.

• Working in a fast-paced team environment.

• Ability to research to find solutions on new and emerging issues.

• Bachelor's degree in computer science (or equivalent). Required Skills:

• Experience in networking, data exchange, browsers, SQL, certificates

• Operating Systems: Windows and Linux

• Knowledge with Chrome, Firefox, Edge, XML, HTML, JSON.

• Familiarity with servers and solving performance issues a plus.

•Experience in the banking industry is desired • Programming and scripting background in Python, Linux, and\or other programming languages is a plus

All your information will be kept confidential according to EEO guidelines.