Braze is hiring a Customer Service Engineer based in Manila. In this role, you will be responsible for providing high-quality service to NICE customers by building long-term relationships, addressing their needs, proposing enhancements, and coordinating internal solutions.
What You'll Do
- Partner strategically with clients to maximize their use of NICE solutions and ensure alignment with their business objectives.
- Provide comprehensive technical and customer service, proactively addressing concerns and resolving issues efficiently.
- Build strong, trusted relationships through regular communication and proactive support.
- Partner effectively across internal teams to ensure all client needs are addressed promptly.
- Develop in-depth knowledge of NICE products and related technologies to provide expert support.
What We're Looking For
- Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
- 5 years of software customer service experience.
- Strong understanding of contact center technologies.
- Experience working with SIP messages, analyzing network logs (e.g., developer tools), and troubleshooting APIs.
- Familiarity with ACD and IVR systems.
- Basic understanding of SQL for querying and troubleshooting.
- Strong communication, analytical, and problem-solving skills in a customer-facing role.
Nice to Have
- Working knowledge of AWS concepts; practical experience or certification is a plus.
Technical Stack
- SIP
- ACD
- IVR
- SQL
- AWS
Team & Environment
This is an Individual Contributor role reporting to the Manager of Customer Success. You'll join an ambitious, fast-paced, and collaborative culture that is a market leader with significant internal career opportunities.
Benefits & Compensation
- NICE-FLEX hybrid work model.
Work Mode
This is a hybrid position based in Manila, Philippines, with a schedule of 2 days in office and 3 days remote per week.
Braze is an equal opportunity employer.
