Senior Technical Support Engineer

Continuously expand knowledge of Cognigy, LLM-powered solutions, AI technologies, and customer support best practices.

Have you got what it takes?

5+ years of experience in Technical Support, Product Support, or Technical Support Engineering.

Experience supporting enterprise SaaS applications or cloud-based software platforms.

Strong troubleshooting skills with experience analyzing logs, error messages, and stack traces.

SIP knowledge, troubleshooting connections, investigating PCAPS, using WireShark and similar tools

LLM knowledge, troubleshooting unexpected results (hallucinations), connection issues, API requirements, understanding changes in model revisions

Hands-on experience working with REST APIs, including making requests, interpreting responses, and debugging integrations.

Experience using API testing tools such as Postman.

Solid understanding of Windows and Linux operating systems.

Familiarity with browser developer tools and debugging web applications.

Strong understanding of software architecture, databases, and system integrations.

Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

Proven ability to manage multiple customer issues in a fast-paced support environment.

Strong customer-first mindset with excellent problem-solving skills.

Preferred Qualifications

Experience with one or more of the following:

Cognigy or another conversational AI platform

Large Language Models (LLMs) or Generative AI applications

OAuth2, JWT, and Single Sign-On (SSO)

Role-Based Access Control (RBAC)

REST APIs and webhooks

Monitoring and observability tools such as Grafana or Kibana

Docker and containerized applications

Cloud platforms including AWS or Azure

JSON and XML

HTML/CSS

Zendesk or similar support platforms

GDPR and secure communication principles

What will make you stand out?

We're looking for someone who is naturally curious, enjoys solving complex technical problems, and thrives at the intersection of customer support and modern AI technology. You'll be successful if you're comfortable troubleshooting APIs, integrations, cloud environments, and AI-powered applications while collaborating across Engineering, Product, and Customer Success teams to deliver outstanding customer experiences.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.