Senior Technical Support Engineer

About this role

<div class="content-intro"><p>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.</p></div><h2><strong><span data-contrast="auto">Senior Technical Support Specialist (Cognigy Platform)</span></strong><span data-ccp-props="{}"> </span></h2> <p><strong><span data-contrast="auto">So, what's the role all about?</span></strong><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">As a </span><strong><span data-contrast="auto">Senior Technical Support Specialist</span></strong><span data-contrast="auto">, you'll provide expert technical support for customers using the </span><strong><span data-contrast="auto">Cognigy conversational AI platform</span></strong><span data-contrast="auto">. 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.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></p> <p><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">How will you make an impact?</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Serve as the primary technical contact for customers using the Cognigy platform. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Troubleshoot issues related to AI agents, conversation flows, REST APIs, integrations, authentication, and platform functionality. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Investigate customer-reported issues by analyzing logs, API responses, stack traces, and system behavior to determine root cause. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Guide customers through technical troubleshooting via phone, email, and web meetings while delivering an exceptional support experience. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="1"…