NiCE is looking for a Director of Technical Support to lead a global, high-performing support team and create a thorough support strategy focused on measurable customer outcomes, operational excellence, and long-term business growth.
Requirements
- Bachelor’s degree in computer science, Networking, or a related technical field, or equivalent professional experience
- Over 15 years in technology, including enterprise technical support for software, telecommunications, and LAN/WAN environments
- 10+ years managing technical support organizations, including teams of managers and senior staff
- Successful leadership of cloud-based support operations, ensuring high service delivery and customer satisfaction
- Skilled in supporting strategic customers in mission-critical, high-availability settings
- Effective leader of globally distributed teams across various regions and time zones
- Deep knowledge of networking concepts, protocols, and configurations (TCP/IP, DNS, DHCP, subnetting)
- Expertise in telecommunications, cloud solutions, systems integration, scripting/reporting, and databases
- Comprehensive understanding of AWS, Azure, GCP, and cloud architecture implications
- Proven ability to build, scale, and coach high-performing technical support teams focused on customer success
- Strong collaborator within matrixed organizations and across engineering, product, customer success, and sales
Benefits
- Generous Paid Time Off
- 401k Matching
- Tuition Reimbursement
- Relocation Assistance
- Flexibility (2 days office, 3 days remote work)