Technical Support Engineer

NiCE Ltd. is a global leader in software products that enhance customer experiences and ensure public safety. The Technical Support Engineer will provide technical assistance and support to customers, troubleshoot issues, and collaborate with the engineering team to enhance product functionality.

Responsibilities:

• Act as the initial point of contact for customer issues, providing timely and effective assistance
• Properly identify and escalate complex requests to the next level of support when necessary
• Track, document, and route issues to the appropriate teams for fast and accurate resolution
• Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step
• Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement
• Work closely with the engineering team to enhance product functionality and resolve recurring technical issues
• Continuously learn and improve expertise in help desk procedures, products, and services
• Develop and maintain internal support tools to improve efficiency and customer experience
• Provide technical support via written and verbal communication (English)
• Troubleshoot product issues across software, APIs, and integrations
• Analyze logs, errors, and system behavior to identify root causes
• Guide users step-by-step through solutions
• Use help desk and remote support tools (e.g. Zendesk)

Requirements:

• 3+ years of experience as a Product Support Engineer or in a similar technical support role
• Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products
• Proven experience in a technical support / product support role
• Strong troubleshooting mindset (logs, errors, root cause thinking)
• Solid understanding of Windows and/or Linux environments
• Experience working with REST APIs (making requests, understanding responses, basic debugging)
• Ability to read logs and interpret errors/stack traces
• Familiarity with tools like: Postman (or similar API tools) and Browser developer tools
• Comfortable working in a collaborative team environment under pressure
• Strong familiarity with software development concepts, databases, and system design
• Understanding of customer service best practices, with a proactive and solutions-driven approach to support
• Outgoing and approachable personality, capable of thriving in a collaborative, social team environment
• A proactive problem-solver with a hands-on, solution-oriented mindset
• Ability to provide clear, step-by-step technical assistance in both written and verbal formats
• Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently
• Experience with cloud-based technologies and familiarity with basic programming languages
• OAuth2, JWT, SSO
• Role-based access control (RBAC)
• Understanding of GDPR and secure communication principles
• Experience with monitoring tools (Grafana, Kibana)
• Exposure to Docker / containerised environments
• Awareness of cloud platforms (AWS, Azure)
• Basic programming or scripting experience
• Familiarity with JSON / XML
• Basic HTML/CSS (e.g. embedding into web interfaces)
• Experience with help desk platforms (e.g. Zendesk)