{"id":72391,"url":"https://alion.io/job/nice-technical-support-engineer-3","title":"Technical Support Engineer","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":28,"ghost_share":0,"stale_share":0.571,"repost_share":0.036,"time_to_fill_p50_days":55,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richardson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":104000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Linux","optional":false},{"name":"LLM","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"Windows","optional":false},{"name":"Wireshark","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Docker","optional":true},{"name":"GDPR","optional":true},{"name":"Grafana","optional":true},{"name":"Kibana","optional":true}],"status":"live","first_seen_at":"2026-07-08T14:55:47Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-24T12:43:16Z","board_verified":true,"closed_at":null,"days_open":108,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":107},"description":"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.\nSenior Technical Support Specialist (Cognigy Platform) \nSo, what's the role all about? \nAs 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. \nThis role is ideal for someone who enjoys solving technical problems, working with modern AI technologies, and helping customers successfully deploy enterprise conversational AI solutions. \nHow will you make an impact? \nServe as the primary technical contact for customers using the Cognigy platform. \nTroubleshoot issues related to AI agents, conversation flows, REST APIs, integrations, authentication, and platform functionality. \nInvestigate customer-reported issues by analyzing logs, API responses, stack traces, and system behavior to determine root cause. \nGuide customers through technical troubleshooting via phone, email, and web meetings while delivering an exceptional support experience. \nEscalate complex issues to Engineering with clear documentation, troubleshooting steps, and technical findings. \nPartner closely with Engineering and Product teams to resolve recurring issues and improve platform reliability. \nSupport customer integrations with third-party systems using REST APIs, webhooks, OAuth2, JWT, and SSO. \nAssist customers with deployment and configuration across Windows, Linux, cloud, and containerized environments. \nCreate and maintain internal documentation, knowledge base articles, and troubleshooting guides. \nDevelop internal support tools and automation to improve operational efficiency. \nContinuously expand knowledge of Cognigy, LLM-powered solutions, AI technologies, and customer support best practices. \nHave you got what it takes? \n3+ years of experience in Technical Support, Product Support, or Technical Support Engineering. \nExperience supporting enterprise SaaS applications or cloud-based software platforms. \nStrong troubleshooting skills with experience analyzing logs, error messages, and stack traces. \nSIP knowledge, troubleshooting connections, investigating PCAPS, using WireShark and similar tools \nLLM knowledge, troubleshooting unexpected results (hallucinations), connection issues, API requirements, understanding changes in model revisions \nHands-on experience working with REST APIs, including making requests, interpreting responses, and debugging integrations. \nExperience using API testing tools such as Postman. \nSolid understanding of Windows and Linux operating systems. \nFamiliarity with browser developer tools and debugging web applications. \nStrong understanding of software architecture, databases, and system integrations. \nExcellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences. \nProven ability to manage multiple customer issues in a fast-paced support environment. \nStrong customer-first mindset with excellent problem-solving skills. \nPreferred Qualifications \nExperience with one or more of the following: \nCognigy or another conversational AI platform \nLarge Language Models (LLMs) or Generative AI applications \nOAuth2, JWT, and Single Sign-On (SSO) \nRole-Based Access Control (RBAC) \nREST APIs and webhooks \nMonitoring and observability tools such as Grafana or Kibana \nDocker and containerized applications \nCloud platforms including AWS or Azure \nJSON and XML \nHTML/CSS \nZendesk or similar support platforms \nGDPR and secure communication principles \nWhat will make you stand out? \nWe'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. \n About NiCE\nNICE 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. \nKnown 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. \nNiCE is proud to be an equal opportunity employer. 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