Customer Service Engineer
On-site · Manila, Metro Manila, Philippines
Job Summary
Customer Service Engineer (CSE) at NiCE will provide world-class technical and customer service, build long-term client relationships, and coordinate with internal teams to deliver value. Responsibilities include client engagement and relationship management, proactive issue resolution across NICE platforms, ensuring SLA adherence, documenting issues with clear triage and prioritization (P1–P4), internal collaboration with Product and Engineering, and contributing to knowledge bases and training. Requirements emphasize a Bachelor's degree (or equivalent), 4+ years in technical support or service desk roles, 2+ years in B2B customer support, experience with enterprise software/SaaS, familiarity with NICE products, proficient ticketing/service management (Jira Service Management, ServiceNow), strong English communication, and the ability to work in a fast-paced, collaborative, 24x7 environment. The role expects independence in troubleshooting, effective escalation, and ongoing customer-focused problem solving, with a global team and opportunities for growth across locations.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience)
- 4+ years of experience in a technical support, customer service engineering, or service desk role.
- +2 years of experience in B2B Customer Support experience
- Experience working with enterprise software platforms or SaaS products is strongly preferred
- Proficiency with ticketing and service management tools (e.g., Jira Service Management, ServiceNow)
- Excellent verbal and written communication skills in English
- Flexible and adaptable to changing priorities, including working nights, weekends, holidays, and shifting schedules
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