Senior Technical Support Engineer

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety, as a Technical Support Engineer. You will provide technical support to end users on NICE Nexidia, Service and Sales Performance Management, Contact Analytics, and WFM software solutions. You will be responsible for the health and well-being of our customers' hosted solutions, working with various R&D groups, Customer Support teams, Business Partners, and Customers Globally to address product issues and resolve high-level issues. You will also be involved in implementing and installing CSS products worldwide, providing the highest level of support, and minimizing R&D escalations. This role offers the opportunity to contribute to the Knowledge Base, document troubleshooting steps, and participate in mentoring other Advanced Support engineers. You will also be involved in projects for new releases and service packs of the CSS products, developing training materials for internal and external use.

Requirements

• Should have 4-7 years of experince in Linux/Unix on different flavor of Servers
• Should have good DB expertise, Oracle/MSSQL
• Working knowledge of administrating UNIX, Linux or Windows servers
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications
• At least 3-5 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)

Responsibilities

• Deliver technical support to end users about how to use and administer the NICE Nexidia, Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives
• The Application Support Consultant/T2 is also responsible for the health and well-being of our customers’ hosted solutions
• As L2 and L3, Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues
• Maintain quality and on-going internal and external communication throughout your analysis
• Implement and install CSS products all over the world (first of a kind installs)
• Provide the highest level of support and minimize R&D escalations
• Prioritize daily tasks and manage critical issues and situations
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes
• Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
• Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process

Preferred Qualifications

• Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
• Experience with Networking and IP/SIP communication analysis
• Strong Telephony background would be an extra perk to have
• Good IT skills in troubleshooting and ownership from begin to end

Benefits

• 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