Director, Technical Support at NICE

Philippines - ManilaFull-timeCX - Platform OperationsPosted 23 days ago

About the Role

<div class="content-intro">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.</div>So, what’s the role all about?. We are looking for an experienced, strategic Director of Technical Support to lead a global, high-performing support team. This position requires a proactive leader who is results-driven, passionate about ongoing improvement, and deeply committed to advocating for customers. You’ll enhance support quality by leveraging data insights to drive product improvements, encourage proactive support methods, and foster collaboration across Engineering, Product, Operations, and Sales. Your role will help the company scale its support operations while ensuring customers always receive exceptional service.  As Director of Technical Support, your responsibilities include creating and executing a thorough support strategy focused on measurable customer outcomes, operational excellence, and long-term business growth. You’ll manage a regional, multidisciplinary team tasked with resolving complex issues and consistently meeting or exceeding SLAs. Your leadership will promote accountability, technical expertise, and a culture dedicated to continual improvement.  The ideal candidate is a transformational leader with comprehensive technical knowledge, strong program management skills, and excellent communication ability at the executive level. You know how to turn data into actionable decisions, influence stakeholders without direct authority, and build teams that consistently deliver outstanding customer results.  The Director oversees AI-driven operational excellence, guarantees consistent high-quality case resolution, and prepares the technical organization for the future. This role establishes strategic direction, enforces disciplined execution, and ensures managers and engineers are ready to meet both current and emerging business needs.  Our Mission:  We leverage global expertise and advanced AI to efficiently address challenges, delivering outstanding experiences that foster trust, loyalty, and sustainable growth.  Core Behaviors Exemplified by Leaders in a World-Class Support Organization:  <ul> <li>Customer Obsession: We emphasize genuine resolution and customer assurance over mere case closure, evaluating our effectiveness by outcomes achieved for customers rather than operational metrics. </li> <li>Ownership: We maintain comprehensive responsibility for each issue across teams and regions, ensuring accountability and smooth transitions. Our customers perceive and interact with one unified company. </li> <li>Relentless People Development: We commit to ongoing coaching and continuous learning, strengthening individual and team capabilities. We acknowledge that exceptional talent is central to providing superior customer experiences in a dynamic business landscape. </li> <li>Respect, Cultural Awareness, and Collaboration: We cultivate an inclusive and respectful workplace that values global perspectives. Strong collaboration and cultural understanding are fundamental to delivering world-class, AI-powered support</li> </ul> How will you make an impact? Operational Excellence, AI Enablement & Performance Management  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive AI and automation adoption for faster, consistent case resolution</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Match staffing to business needs now and in the future </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure accountability for AI use and results </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Use data and automation for ongoing process improvements</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Set standards for prompt, accurate resolutions at all levels</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Review KPIs and quality regularly</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Guide managers to coach teams with performance data</li> </ul> Leadership & Talent Development  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Make managers responsible for execution and coaching. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build a culture of ownership and improvement. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop strategic and technical skills, including AI-assisted problem solving. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify and address skill gaps for new technologies. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with engineering and product teams to improve support. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Give actionable feedback from case analysis to reduce demand. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build cases for engineering investments. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate to prioritize customer feedback. </li> </ul> Tools, Systems & Global Readiness  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Create scalable global support tools and systems. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Share best practices through teamwork. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support key initiative planning and execution. </li> </ul> Escalation & Advanced Support  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead expert escalation teams for complex issues. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Respond quickly to escalations and product defects. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Cut escalation rates by improving diagnostics, tools, and training. </li> </ul> Results Through Collaboration  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Communicate strategy and align priorities. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Adjust plans as business needs change. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Hold teams accountable and celebrate achievements. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Work across functions for shared goals. </li> </ul> Have you got what it takes? Education  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree in computer science, Networking, or a related technical field, or equivalent professional experience. </li> </ul> Professional Experience & Technical Expertise  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Over 15 years in technology, including enterprise technical support for software, telecommunications, and LAN/WAN environments. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">10+ years managing technical support organizations, including teams of managers and senior staff. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Successful leadership of cloud-based support operations, ensuring high service delivery and customer satisfaction. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Skilled in supporting strategic customers in mission-critical, high-availability settings. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experienced in budgeting, workforce planning, and resource management to meet business needs. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Effective leader of globally distributed teams across various regions and time zones. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deep knowledge of networking concepts, protocols, and configurations (TCP/IP, DNS, DHCP, subnetting). </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Expertise in telecommunications, cloud solutions, systems integration, scripting/reporting, and databases. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Comprehensive understanding of AWS, Azure, GCP, and cloud architecture implications. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Able to guide teams through complex troubleshooting across infrastructure, applications, and integrations. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven ability to build, scale, and coach high-performing technical support teams focused on customer success. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong collaborator within matrixed organizations and across engineering, product, customer success, and sales. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrated skill in influencing and aligning cross-functional stakeholders without direct authority. </li> </ul> Customer Focus, Service Delivery & Stakeholder Engagement  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Customer-centric mindset with deep understanding of enterprise expectations. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">History of improving customer sentiment metrics (CSAT, NPS). </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Hands-on experience optimizing support processes: incident management, escalation, root cause analysis, and continuous improvement. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Direct engagement with customers and executives during escalations and strategy discussions. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent communicator, adept at translating technical concepts for diverse audiences. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Skilled at converting business needs into actionable technical requirements. </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Comfortable conveying priorities, risks, and recommendations to leadership and adjusting style as needed. </li> </ul> What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!   Enjoy NICE-FLEX! At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.   Requisition ID: 10429 Reporting into: Head of Technical Support Role Type: Director  <div class="content-conclusion">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.  </div>

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