Senior Technical Support Engineer

Senior Technical Support Engineer

USA - Richardson, TX

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

Senior Technical Support Specialist (Cognigy Platform)

So, what's the role all about?

As a Senior Technical Support Specialist, you'll provide expert technical support for customers using the Cognigy conversational AI platform. You'll serve as the first point of contact for complex technical issues involving AI agents, APIs, integrations, authentication, and cloud-based applications. Working closely with customers, Product, and Engineering, you'll troubleshoot problems, identify root causes, and deliver timely solutions that ensure customers get the most out of the platform.

This role is ideal for someone who enjoys solving technical problems, working with modern AI technologies, and helping customers successfully deploy enterprise conversational AI solutions.

How will you make an impact?

• Serve as the primary technical contact for customers using the Cognigy platform.
• Troubleshoot issues related to AI agents, conversation flows, REST APIs, integrations, authentication, and platform functionality.
• Investigate customer-reported issues by analyzing logs, API responses, stack traces, and system behavior to determine root cause.
• Guide customers through technical troubleshooting via phone, email, and web meetings while delivering an exceptional support experience.
• Escalate complex issues to Engineering with clear documentation, troubleshooting steps, and technical findings.
• Partner closely with Engineering and Product teams to resolve recurring issues and improve platform reliability.
• Support customer integrations with third-party systems using REST APIs, webhooks, OAuth2, JWT, and SSO.
• Assist customers with deployment and configuration across Windows, Linux, cloud, and containerized environments.
• Create and maintain internal documentation, knowledge base articles, and troubleshooting guides.
• Develop internal support tools and automation to improve operational efficiency.
• 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.