Tech Support Engineer (West)

  • NICE Systems
  • Mountain View, CA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

NICE Actimize is seeking a Technical Support Engineer. Our behavioral analytics / machine-learning platform is the leader in providing Fraud Detection solutions.The position will be based in Utah or California.Responsibilities:* Provide Tier 1-2 Technical Support to customers and partners on product and integration issues.* Support product usage questions and customer education.* Troubleshoot network and data feed issues including VPN connection errors, improperly decrypted files, SFTP misconfiguration, etc.* Engage with enterprise accounts on the phone and may be required to participate in customer account reviews as subject matter expertise.* Resolve the majority of issues on first interaction basis.* Use Salesforce Service Cloud and Jira to intake, manage, and facilitate issue resolution.Required Skills and Experience:* Experience in networking, data exchange, browsers, Linux, SQL, etc.* Strong verbal and written communications.* High level of responsiveness in both phone and e-mail communications.* 5+ number of years of experience in Technical Support of a related field.* BA/BS Degree in a technical field.Additional Preferred Qualifications:* Experience in the banking industry is desired.A programming and scripting background in Python, Bash, andor other programming languages is a plus.
Associated topics: assistant, customer support, desk, excel, help desk, information technology help desk, support, system support, technical support, troubleshoot