At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.
Director, Technical Support
This role requires a highly driven, self-starter, and motivated leader. In this role you will manage a small cross-functional team focused on eliminating customer issues and driving a best-in-class support experience. You and the team will help drive improvements to the product, service, and ecosystem by providing the customer perspective backed up by data, in a well-articulated manner that clearly identifies product, service issues, and the impact of these issues on customer loyalty and satisfaction. You will champion and drive proactive customer centric features into the products and services, with the goal of eliminating and preventing future customer issues. The person hired for this position must be able to leverage data to develop insights to influence the appropriate stakeholders. Technical skills, strong program management skills, and excellent verbal/written communication skills are a must.
JOB ROLE OVERVIEW:
Supportability: Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on basis of customer feedback gathered from support channels. Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes. Construct an evidence-based business case for significant engineering changes required. Partners with internal groups (R&D, Customer Success, Operations, Sales) to align voice of customer data into a single set of resolution requests to the product and business groups. Directs the creation of the tools required to deliver an outstanding and consistent service to global customers. Drives KCS effectiveness by capturing and representing data, identifying priorities for knowledge creation, and ensuring that said knowledge is created. Leverages expertise and cross-group relationships to collaborate and ensure global adoption of best practices. Collaborate to improve global organizational readiness by participating in key business planning initiatives and ensures the execution of decisions throughout the organization. Escalation Management: Lead team of 10+ senior engineers working on escalations and supportability. This is a highly technical and experienced set of global resources, who are tightly connected to the Research and Development Teams. Ensure effective engagement on support cases escalated to the product group, with timely response and mitigation of customer issues. Leverage product knowledge and relationships to identify and drive resolution of customer impacting bugs. Reduction of escalation rate of support cases, through improved diagnostic capabilities and training/mentoring provided to technical support. Attract, Develop, and Manage Talent Build a diverse team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new external and internal talent. Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps your direct reports improve their performance. Leverage resources to help employees develop skills and support their career interests. Deliver Results Through Teamwork Effectively communicate business strategy and goals and how they align to the team’s work. Plan the team’s work to achieve goals and respond effectively to changing priorities, maintaining team energy and results. Hold the team and individuals accountable for results and recognize appropriately. Partner and collaborate with other teams on related deliverables, and effectively leverage others in relevant work streams.
JOB RELATED SKILLS AND EXPERIENCE:
Education Bachelors Degree in Computer Science, Networking, or related field or equivalent work experience required. Experience 12+ years in a technology related field or technical support position in software, telecommunications, or LAN/WANs 7+ years of business leadership and management experience with proven experience in senior leadership Strong understanding of multiple routing and switching protocols Conceptual understanding of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP, and Subnets Deep skills in specialized technical & functional areas; deep technical expertise around telecommunications, cloud software, reporting programming languages, integration, and/or databases. Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences. Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in cross-functional teams. Ability to navigate and influence in a matrixed organization. Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels Ability to personally interact with customers, customer success, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience.
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.