Associate Technical Support Engineer at NICE

📍 Job Overview

Job Title: Associate Technical Support Engineer
Company: NICE
Location: Manila, Philippines
Job Type: Hybrid (2 days in-office, 3 days remote)
Category: Technical Support Engineer
Date Posted: June 19, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site with hybrid option

🚀 Role Summary

Serve as the primary point of contact for large enterprise customers, managing technical support incidents to ensure timely resolution.
Collaborate with Technical Support Engineers (TSEs) and other internal teams to address customer issues and maintain customer satisfaction.
Develop and maintain customer-specific technical documentation to improve support efficiency and effectiveness.
Identify and address repeat or chronic issues, working cross-functionally to engage others in root cause correction and process improvement.
Provide proactive technical support by anticipating challenges and issues that may occur, and communicating them effectively to customers and internal teams.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to work effectively in a team environment. The ideal candidate will have experience managing enterprise-level customers in a technical support environment and be comfortable working with various technologies.

💻 Primary Responsibilities

Incident Management: Oversee all technical support incidents for assigned accounts, ensuring they are managed and prioritized appropriately, and resolved within service level agreement targets.
Technical Leadership: Provide technical leadership and a customer-specific perspective that accelerates the resolution of difficult issues.
Communication: Provide timely, articulate, effective, and substantive updates via the incident management system and help others to do the same.
Root Cause Correction: Identify repeat or chronic break/fix issues and develop and execute plans to correct the root cause, working cross-functionally to engage others in plan execution.
Proactive Support: Provide proactive technical support by anticipating challenges and issues that may occur and communicating them effectively to customers and internal teams.
Customer Environment Understanding: Understand the customer's technical environment through regular communication and discussion, and share that detail with others to improve teamwork and success.
Documentation: Create and maintain documentation about the customer's environment, providing current architecture, design, and flow of NICE's products in that environment.
Subject Matter Expertise: Function as a subject matter expert in one or more areas, at the same level as Level 3 Technical Support Engineers.
Customer Communication: Actively listen, ask good questions, and challenge customers appropriately. Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.
Swarming Process: Champion the swarming process used for issue resolution, improving the effectiveness and efficiency of the process. Lead swarm activities as needed.
Data Analysis: Analyze customer data such as case trends, traffic, design, and configuration issues, and make solid recommendations for improvements.
Product Guidance: Coordinate with the Technical Account Manager (TAM) to assist in providing guidance and plans to customers on upcoming product features, maintenance, and updates.
Issue Reporting: Identify, document, and report issues with design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
Training and Mentoring: Lead the way in enabling all NICE departments to provide excellent service to customers through training, mentoring, and coaching them.
Knowledge Management: Create useful knowledge content and update existing knowledgebase articles using Knowledge Centered Service (KCS) methodology.

🎓 Skills & Qualifications

Education:

Bachelor's degree in a technology-related field or equivalent experience.

Experience:

Minimum 3 years of experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.
Experience managing enterprise-level customers in a technical support environment.
Extensive industry experience, including understanding of the contact center business and general market and business trends.

Required Skills:

Strong technical support background with experience in a tier 2/3 technical support role.
Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources.
Superior analytical and problem-solving skills, with the ability to manage diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
Excellent verbal and written communication skills, with the ability to communicate effectively across all company teams.
Ability to work independently as part of a larger team.
Knowledge of SaaS, telecommunications, and networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).
Ability to work on weekends, holidays, and be on call as required.
Occasional travel to customer locations may be required.

Preferred Skills:

Experience with NICE inContact products and services.
Familiarity with Knowledge Centered Service (KCS) methodology.
Bilingual or multilingual skills.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing enterprise-level customers in a technical support environment.
Showcase problem-solving skills and the ability to resolve complex technical issues.
Highlight communication skills and the ability to work effectively with customers and internal teams.
Provide examples of proactive technical support and root cause correction.

Technical Documentation:

Provide examples of technical documentation created and maintained for customer environments.
Demonstrate the ability to create and maintain up-to-date, accurate, and comprehensive technical documentation.
Showcase knowledge of NICE inContact products and services, and the ability to document their integration and configuration in customer environments.

💵 Compensation & Benefits

Salary Range:

The salary range for this role in the Philippines is approximately PHP 500,000 - PHP 700,000 per year (USD 9,000 - USD 12,500 per year), based on experience and qualifications. This range is inclusive of the basic salary and any additional compensation.

Benefits:

Competitive salary and benefits package.
NICE-FLEX hybrid work model: 2 days working from the office and 3 days of remote work each week.
Opportunities for professional growth and development.
A dynamic and innovative work environment.

Working Hours:

Full-time position with a standard workweek of 40 hours, Monday through Friday, from 8:00 AM to 5:00 PM local time.
Occasional weekend, holiday, and on-call duties may be required.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and experience. The benefits package is subject to change and may vary depending on the candidate's location and employment status.

🎯 Team & Company Context

🏢 Company Culture

Industry:

NICE is a leading provider of software solutions for customer experience, financial crime, and public safety, serving 25,000+ global businesses, including 85 of the Fortune 100 corporations.

Company Size:

NICE has over 8,500 employees across 30+ countries, making it a large and established organization with significant resources and opportunities for career growth.

Founded:

NICE was founded in 1986 and has since grown to become a publicly-traded company on the NASDAQ stock exchange (NASDAQ: NICE).

Team Structure:

The technical support team at NICE is a large and diverse group, consisting of various roles such as Technical Support Engineers (TSEs), Associate Technical Support Engineers, and Team Leads.
The team works closely with other departments, including the Technical Account Management (TAM) team, Suite Account Management (SAM) team, Professional Services, and Executive/Senior Management teams.
The team follows a matrix reporting structure, with Associate Technical Support Engineers reporting to both the Manager Technical Support and the Technical Account Manager (TAM) for their assigned accounts.

Development Methodology:

NICE follows Agile methodologies for software development, with a focus on continuous improvement and customer satisfaction.
The technical support team uses a ticketing system to manage and track customer incidents, with a focus on timely resolution and customer communication.
The team employs a swarming process for issue resolution, bringing together subject matter experts from various teams to address complex technical issues.

Company Website:

NICE Website

📝 Enhancement Note: NICE is a large and established organization with a strong focus on innovation, customer satisfaction, and employee development. The company's size and resources provide opportunities for career growth and professional development for technical support engineers.

📈 Career & Growth Analysis

Web Technology Career Level:

The Associate Technical Support Engineer role is a mid-level position, requiring a strong technical background and experience in customer-facing advanced technical support work.

Reporting Structure:

Associate Technical Support Engineers report to the Manager Technical Support and the Technical Account Manager (TAM) for their assigned accounts.
The role involves working closely with other teams, including the TAM team, SAM team, Professional Services, and Executive/Senior Management teams.

Technical Impact:

Associate Technical Support Engineers have a significant impact on customer satisfaction and retention by ensuring timely resolution of technical issues and maintaining customer relationships.
The role requires strong technical skills and the ability to work effectively with customers and internal teams to address complex technical issues.

Growth Opportunities:

Technical Specialization: Develop expertise in one or more technical areas, becoming a subject matter expert and taking on more complex and challenging technical support incidents.
Team Leadership: Transition into a Team Lead role, overseeing a team of Technical Support Engineers and providing guidance and mentoring to help them develop their skills and advance their careers.
Technical Account Management: Move into a Technical Account Manager (TAM) role, focusing on customer business objectives, return on investment, product adoption, operational best practices, retention, reference-ability, and growth.
Professional Services: Transition into a Professional Services role, focusing on customer implementations, customizations, and integrations.

📝 Enhancement Note: NICE offers significant opportunities for career growth and development within the technical support team. Technical Support Engineers can advance their careers by developing expertise in specific technical areas, taking on leadership roles, or transitioning into other roles within the organization.

🌐 Work Environment

Office Type:

NICE's Manila office is a modern and collaborative workspace, designed to facilitate teamwork and innovation.

Office Location(s):

NICE's Manila office is located in the Bonifacio Global City (BGC) area, one of the Philippines' major business districts.
The office is easily accessible by public transportation and offers nearby amenities such as restaurants, cafes, and shopping centers.

Workspace Context:

Collaboration: The office features open-plan workspaces, encouraging collaboration and communication among team members.
Equipment: Each workstation is equipped with multiple monitors, allowing Technical Support Engineers to multitask and efficiently manage customer incidents.
Testing Devices: The office provides access to various testing devices and environments, enabling Technical Support Engineers to reproduce and troubleshoot customer issues.

Work Schedule:

The NICE-FLEX hybrid work model allows Technical Support Engineers to work from the office two days a week and remotely for three days.
The office days focus on face-to-face meetings, teamwork, and collaborative thinking, while remote work days allow for focused individual work and flexible scheduling.

📝 Enhancement Note: NICE's Manila office provides a modern and collaborative work environment, designed to facilitate teamwork and innovation. The NICE-FLEX hybrid work model offers the best of both worlds, combining the benefits of in-office collaboration and remote work flexibility.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills and basic technical knowledge.
Technical Assessment: A hands-on technical assessment, focusing on problem-solving skills, incident management, and customer communication.
Behavioral Interview: A structured interview to evaluate cultural fit, teamwork, and customer focus.
Final Interview: A meeting with the hiring manager and other stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

Customer Focus: Highlight your experience managing enterprise-level customers and providing proactive technical support.
Problem-Solving Skills: Showcase your ability to resolve complex technical issues and identify root causes.
Communication Skills: Demonstrate your ability to communicate effectively with customers and internal teams.
Documentation: Provide examples of technical documentation created and maintained for customer environments.

Technical Challenge Preparation:

Ticket Management: Familiarize yourself with ticket management systems and incident tracking processes.
Customer Communication: Practice communicating effectively with customers, both verbally and in writing.
Technical Deep Dive: Brush up on your knowledge of NICE inContact products and services, as well as relevant networking technologies and databases.

ATS Keywords:

Programming Languages: Java, Python, JavaScript, SQL, C#
Web Frameworks: Spring, Node.js, Express.js, Django, Flask
Server Technologies: Linux, Windows Server, AWS, Azure, Google Cloud Platform
Databases: MySQL, Oracle, Microsoft SQL Server, MongoDB, PostgreSQL
Tools: JIRA, Confluence, Git, Jenkins, Docker, Kubernetes
Methodologies: Agile, Scrum, Kanban, ITIL, COBIT
Soft Skills: Communication, Teamwork, Problem-Solving, Customer Focus, Adaptability
Industry Terms: Technical Support, Incident Management, Problem Management, Change Management, IT Service Management (ITSM), Customer Relationship Management (CRM)

📝 Enhancement Note: NICE's technical interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and customer focus. The portfolio review and technical challenge preparation tips are designed to help candidates showcase their strengths and demonstrate their fit for the role.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

User Interface: HTML5, CSS3, JavaScript, React, Angular, Vue.js
Responsive Design: Bootstrap, Material-UI, Tailwind CSS, Foundation
State Management: Redux, MobX, NgRx
Build Tools: Webpack, Babel, Parcel, Rollup

Backend & Server Technologies:

Server-Side Development: Node.js, Express.js, Django, Flask, Spring Boot, Java, C#
Databases: MySQL, Oracle, Microsoft SQL Server, MongoDB, PostgreSQL, Redis, Cassandra
Caching: Redis, Memcached, Varnish
Search: Elasticsearch, Solr, Algolia
Message Queues: RabbitMQ, Apache Kafka, ActiveMQ, Amazon SQS
Server Administration: Linux, Windows Server, AWS, Azure, Google Cloud Platform, Docker, Kubernetes

Development & DevOps Tools:

Version Control: Git, SVN, Mercurial
CI/CD Pipelines: Jenkins, CircleCI, GitLab CI/CD, Travis CI, GitHub Actions
Containerization: Docker, Kubernetes, Amazon ECS, Google Kubernetes Engine (GKE)
Infrastructure as Code (IaC): Terraform, CloudFormation, Ansible, Puppet
Monitoring: Prometheus, Grafana, New Relic, Datadog, AppDynamics
Log Management: ELK Stack, Logstash, Splunk, Graylog
Infrastructure Automation: Ansible, Puppet, Chef, SaltStack

📝 Enhancement Note: NICE's technology stack is diverse and extensive, reflecting the company's broad range of products and services. The ideal candidate will have experience with a wide range of technologies and be comfortable learning new tools and platforms as needed.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Put customers first, understanding their needs, and providing exceptional service.
Innovation: Embrace continuous learning and improvement, driving progress through innovation and creativity.
Collaboration: Work together, sharing knowledge, and supporting each other to achieve common goals.
Quality: Deliver high-quality products and services, with a strong focus on attention to detail and excellence.
Integrity: Act with honesty, transparency, and accountability, maintaining strong ethical standards.

Collaboration Style:

Cross-Functional Integration: Work closely with other teams, including design, marketing, and business teams, to ensure alignment and successful project execution.
Code Review Culture: Encourage peer-to-peer code reviews and knowledge sharing to improve code quality and maintain high technical standards.
Mentoring and Coaching: Provide guidance and support to team members, helping them develop their skills and advance their careers.

📝 Enhancement Note: NICE's team culture is collaborative, innovative, and customer-focused. The company values emphasize continuous learning, improvement, and exceptional customer service. The ideal candidate will be a strong team player, committed to delivering high-quality products and services, and dedicated to driving progress through innovation and creativity.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Environment Complexity: Manage complex customer environments, integrating multiple technologies and platforms.
Legacy Systems: Work with legacy systems and technologies, ensuring their stability and compatibility with modern systems.
Performance Optimization: Identify and address performance bottlenecks, optimizing systems and processes for improved efficiency.
Scalability: Design and implement scalable solutions that can adapt to changing customer needs and business demands.
Security: Ensure the security and compliance of customer environments, protecting sensitive data and maintaining regulatory compliance.

Learning & Development Opportunities:

Technical Skill Development: Develop expertise in specific technical areas, staying up-to-date with the latest technologies and best practices.
Conference Attendance: Attend industry conferences and events, expanding your knowledge and network.
Certification Programs: Pursue relevant certifications, demonstrating your commitment to professional development and continuous learning.
Technical Mentoring: Seek mentorship from experienced team members, gaining insights and guidance to accelerate your career growth.
Architecture Decision-Making: Participate in architecture decision-making processes, contributing to the design and implementation of scalable and secure systems.

📝 Enhancement Note: NICE offers numerous technical challenges and learning opportunities for Associate Technical Support Engineers. The ideal candidate will be eager to take on new challenges, develop their skills, and contribute to the company's ongoing success.

💡 Interview Preparation

Technical Questions:

Ticket Management: Describe your experience with ticket management systems and incident tracking processes. How do you prioritize and manage customer incidents effectively?
Customer Communication: Walk us through a challenging customer interaction, explaining how you handled the situation and resolved the issue.
Technical Deep Dive: Demonstrate your technical expertise by explaining a complex technical concept or architecture in detail.

Company & Culture Questions:

Company Culture: How do you see yourself fitting into NICE's collaborative and innovative team culture?
Customer Focus: Describe a time when you went above and beyond to ensure customer satisfaction and resolve a technical issue.
Technical Methodologies: Explain your understanding of Agile methodologies and how you apply them in your work.

Portfolio Presentation Strategy:

Live Demonstration: Prepare a live demonstration of your technical support skills, showcasing your ability to manage customer incidents and resolve technical issues.
Code Walkthrough: Provide a code walkthrough of a complex technical project, explaining your design decisions and architecture choices.
Customer Testimonials: Include customer testimonials or references that highlight your technical support skills and customer focus.

📝 Enhancement Note: NICE's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit. The interview questions and portfolio presentation strategy are designed to help candidates demonstrate their strengths and showcase their fit for the role.

📌 Application Steps

To apply for this Associate Technical Support Engineer position:

Submit your application through the NICE careers page.
Customize your resume and portfolio to highlight your technical support experience, problem-solving skills, and customer focus.
Prepare for the technical interview by brushing up on your knowledge of NICE inContact products and services, as well as relevant networking technologies and databases.
Research NICE's company culture and values, and be prepared to discuss how you align with the company's mission and goals.
Practice communicating effectively with customers and internal teams, demonstrating your ability to manage complex technical issues and provide exceptional customer service.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Associate Technical Support Engineer