NiCE · 13 hours ago
Technical Support Engineer
USA - Richardson, TX
Full-time
Hybrid
Mid Level
3+ years expNiCE is a leading global company that delivers AI-driven customer experiences. The Technical Support Engineer will provide technical assistance to customers, troubleshoot issues, and collaborate with the engineering team to enhance product functionality.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance
Efficiently Escalate Issues – Properly identify and escalate complex requests to the next level of support when necessary
Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution
Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step
Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement
Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues
Expand Product & Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services
Enhance Internal Tools – Develop and maintain internal support tools to improve efficiency and customer experience
Qualification
Required
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
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
Benefits
NICE-FLEX
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
Crunchbase News
2025-10-08
2025-09-16
2025-09-12
Company data provided by crunchbase