Senior Technical Support Engineer

Summary

Join NiCE, a global leader in software solutions, as a Technical Support Engineer. This role involves providing Level 2/3 technical support to end-users of NiCE Performance Management applications. You will troubleshoot and resolve complex issues, communicate with stakeholders, deploy solutions, and act as a technical authority. Responsibilities include managing daily operations, contributing to the knowledge base, and developing training materials. The ideal candidate possesses extensive experience in Linux/Unix administration, database management, and enterprise application support. NiCE offers a flexible hybrid work model (NiCE-FLEX) with opportunities for professional growth and development.

Requirements

• 4–7 years of experience in Linux/Unix administration across different server environments
• Hands-on experience with Oracle and/or Microsoft SQL Server databases
• Experience supporting enterprise-level, web-based applications
• Proven global customer support experience, preferably within financial institutions or trading environments
• Strong understanding of operating systems (Linux/UNIX/Windows), networking (TCP/IP), and tools like Wireshark
• Solid analytical skills for data-driven troubleshooting and problem-solving
• Excellent communication and coordination skills to work across teams and time zones

Responsibilities

• Serve as a Level 2/3 escalation point , interfacing with R&D, Customer Support, Business Partners, and global customers to investigate and resolve complex issues related to NiCE Performance Management applications
• Ensure clear and consistent communication across internal and external stakeholders throughout the troubleshooting and resolution process
• Deploy R&D-provided solutions and fixes in production environments, adhering to ITIL Change Management protocols
• Act as a technical authority , minimizing R&D escalations through in-depth analysis and proactive support
• Manage and prioritize daily operations, handling critical incidents with urgency and composure
• Contribute to the Knowledge Base , documenting detailed resolution steps and assisting in onboarding and mentoring other Advanced Support Engineers
• Execute changes in production environments with care and accountability, ensuring timely escalation of unresolved issues
• Function as the Subject Matter Expert (SME) for NICE Performance Management in support of product releases, service packs, and ongoing projects
• Develop and deliver training materials for internal teams and business partners as part of the New Product Introduction (NPI) process, enabling knowledge transfer and readiness

Preferred Qualifications

• Exposure to Tetra systems , Voice Trading Solutions such as IPC, Etrali, BT, and telephony platforms like Avaya , Cisco , and Mitel
• Knowledge or certification in EMC, MySQL, Microsoft Office Suite, and Windows OS
• Background in telephony or voice solutions is a plus
• Familiarity with reporting/BI tools like Tableau is advantageous
• Industry certifications in relevant technologies will be a strong plus

Benefits

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