---
title: 'Team Lead, Technical Support at NICE'
canonical: 'https://feeny.ai/job/team-lead-technical-support-nice-united-kingdom-3yywkeg1gc9t'
type: 'job'
last_seen: '2026-09-08'
---

# Team Lead, Technical Support at NICE

- **Company:** NICE
- **Location:** United Kingdom
- **Work type:** remote
- **Posted:** 2026-05-27
- **Last confirmed live:** 2026-09-08
- **Apply:** https://boards.eu.greenhouse.io/nice/jobs/4870692101?gh_jid=4870692101

## Job 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.

Team Lead, Technical Support.

So, what’s the role all about?

Any issue with our software that impairs the operation of a customer’s contact centre has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.

How will you make an impact?

- Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
- Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
- Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
- Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
- Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
- Be influential in improving procedures and processes that improve our efficiency and effectiveness.
- Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
- Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
- Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
- Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
- Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
- Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
- Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
- Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
- Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analysing network and other technical diagrams to aid in problem diagnosis and resolution and often provide mentoring to colleagues to improve their technical abilities.
- Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
- While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

- 7+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
- Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as VOIP, QoS SIP, APIs, BOTs TCP/IP, HTTP, HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
- Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
- Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
- Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
- Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
- Proven ability to utilize, create and update knowledgebase resources in the course of your work.
- Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
- Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
- Industry experience including understanding of the contact centre business, as well as general market and business trends.
- Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
- Demonstrated ability to work independently as part of a larger team.
- Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
- Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

- Ability to troubleshoot VoIP, telephony/telecom technologies, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services.
- Experience in a technical support role in a software or telecommunications environment.
- Workforce Management software and/or outbound dialler experience.
- Web Services and API knowledge and understanding of conceptual use.
- Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Requisition ID: 10963.

Reporting into: Manager, Technical Support.

Role type: Individual contributor.

#LI-Remote

## About NiCE

NICE 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.

Known 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.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

## About NICE

## Company Overview
- **One-liner**: NICE provides AI-powered cloud platforms that automate customer service and workforce engagement, enabling organizations to deliver extraordinary customer experiences.
- **Entity Type**: Public (NASDAQ: NICE)
- **Headquarters**: Ra'anana, Israel (Global HQ); Hoboken, New Jersey, USA (Americas HQ) – locations listed in careers page indicate dual HQ presence.
- **Founded**: Not explicitly stated in provided search results (commonly known as 1986, but no source in this data)
- **Founders**: Not publicly available from provided sources

## Core Business
- **Primary industries**: Contact center software, customer experience (CX) automation, workforce engagement management, financial crime and compliance (via NICE Actimize), public safety (policing and criminal justice).
- **Target customers**: B2B – enterprise, mid-market, and small-to-medium businesses across industries; also government and financial institutions.
- **Mission/purpose**: To transform the world with AI that puts people first – automating engagements into proactive, safe, intelligent actions.

## Products & Services
- **NICE CXone**: Cloud-native contact center as a service (CCaaS) platform with AI-powered self-service, routing, workforce engagement management, and analytics.
- **NICE Actimize**: Financial crime, risk, and compliance solutions for over 1,000 financial institutions.
- **NICE Inform / Justice**: Solutions for public safety, policing, and criminal justice operations (30,000+ agencies).
- **AI & Automation Layer**: Purpose-built CX AI embedded across all products, including proactive AI agents, knowledge management, and digital self-help across 30+ channels.

## Market Standing
- **Valuation/Market Cap**: Not directly provided in search results.
- **Key Metric**: Annual Revenue (Non-GAAP) of **$2.735 billion** (FY 2024), with 15% year-over-year growth.
- **Notable Investors/Partners**: Not listed in provided materials; however, NICE has a large partner ecosystem and is trusted by over 27,000 customers, including >85% of the Fortune 100.
- **Growth Signals**:
  - 10,000+ employees, including >3,000 software engineers and 650 AI engineers.
  - Named a Leader in Gartner Magic Quadrant for CCaaS for 11th consecutive year (2025).
  - Forrester Research named NICE the industry CCaaS Leader with strongest offering and strategy.
  - 25 billion+ interactions powered annually.
  - Strong financials: Non-GAAP operating income of $850M (31.1% margin), cash from operations $833M.

## Competitive Advantages
- **30+ years of leadership** in the contact center and CX space with a proven track record of enabling digital transformations.
- **Massive R&D investment**: >3,300 R&D professionals and 650 dedicated AI engineers; 195+ patents.
- **Comprehensive, unified suite**: Combines AI self-service, routing, workforce management, and analytics on one cloud-native platform.
- **Global scale**: 27,000 customers across 150+ countries, 27 local offices.
- **Partner community**: Industry’s largest community of CX partners for customization and extension.

## Strategic Focus
- Deepening AI-native capabilities (proactive agents, automation at scale).
- Expanding digital-first contact center adoption and migrating on-premise customers to cloud.
- Targeting vertical markets (financial services, public safety) with specialized solutions.
- Continued investment in R&D and innovation – maintaining market leadership in CCaaS and workforce engagement.

## Why Work Here
- **Culture**: “Based on respect and teamwork”, strives for excellence, encourages out-of-the-box thinking and rewards excellence – both individual and collective growth.
- **Flexibility**: NiCE-FLEX hybrid model (2 days in office, 3 days remote) for most roles; fully remote options for customer-facing positions.
- **Learning & Development**: Comprehensive online learning platforms, external certifications, conferences, leadership workshops, and an annual global career development event.
- **Internal mobility**: Strongly encouraged – employees can move to new roles, relocate internationally, or pivot to new disciplines.
- **Benefits**: Comprehensive health insurance (including family), pension schemes, flexible working hours, global and local holiday celebrations, awards and competitions, and a strong focus on health & safety.
- **Employee Voice**: Regular, confidential engagement surveys managed by an external firm to continuously improve the employee experience.
- **Global community**: Involved in local communities, including the NiCE Code: Coda mentorship program for young girls in coding.

## Sources
1. [NICE Careers Page](https://www.nice.com/careers)
2. [Working @ NiCE](https://www.nice.com/company/corporate-responsibility/working-at-nice)
3. [About NiCE](https://www.nice.com/company/about-us)
4. [NICE Corporate Overview (PDF, Dec 2025)](https://resources.nice.com/wp-content/uploads/2025/12/NiCE-Corporate-Overview-Dec-2025.pdf)
5. [Careers – Apply](https://www.nice.com/careers/apply)

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