Director, Technical Support

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)