Technical Support Engineer

About this role

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.