Manager, Technical Support

So, what’s the role all about?

The Manager, Technical Support (Customer Success) oversees a team responsible for delivering top-notch support for businesses using NiCE software products worldwide. This role involves managing a team that provides advanced technical assistance for custom applications to end-users. Ensuring service level agreements are met and maintaining adequate personnel coverage are key responsibilities. As a hands-on manager, troubleshooting unique customer issues, offering consultative solutions, and collaborating with internal departments are part of the job. Ultimately, the goal is to ensure customers have a positive experience and receive products that meet their needs.

How will you make an impact?

• Manage trouble-tickets for customers encountering challenges with NiCE or other NiCE technology software products.
• Deliver exceptional customer support via telephone, chat, and email communications.
• Act as a technical liaison for cross-functional departments within NiCE.
• Support Technical Support Engineers with advanced troubleshooting.
• Interpret customer requirements and provide appropriate solutions.
• Participate in rotating after-hours "on-call" support.
• Lead and coach a team of Technical Support Specialists.
• Prioritize department activities, manage projects, and oversee recruitment and performance management.

Have you got what it takes?

• Requires a Bachelor’s degree in Computer Science, Business Information Systems, or related field, or equivalent experience.
• Minimum of 6 years in technology-related roles or technical support positions in software, telecommunications, or LAN/WANs.
• At least 4+ years of managing high performing teams in a complex, fast-paced environment.
• Exceptional problem-solving skills and demonstrated technical proficiency.
• Outstanding customer service and communication skills, both verbal and written.
• Strong understanding of TCP/IP fundamentals, ability to multitask, and proficiency in Microsoft Office applications.

You will have an advantage if you also have:

• 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.

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!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8988
Reporting into: Director, Customer Success
Role Type: Manager