Support Engineer

Summary

Join NICE, a global leader in software solutions, as a Support Engineer. Deliver technical support to end users on NICE's Service and Sales Performance Management, Contact Analytics, and WFM software. Resolve application issues, adhering to SLAs, and investigate customer problems using troubleshooting skills and collaboration with expert resources. Document problem-solving processes, analyze trends to prevent future issues, and prioritize software updates and releases. Perform hands-on fixes, testing, and post-resolution follow-ups. Administer support and maintenance activities, guide junior team members, and participate in on-call support. The role requires strong knowledge of Windows, Linux, scripting languages, and databases.

Requirements

• Strong knowledge of Windows, Linux , Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues
• Experience with building and maintaining databases for query and problem tracking
• Demonstrable experience of supporting industry standard database platforms within the IT industry i.e. Oracle, SQL Server, DB2
• Experience of supporting Web based applications
• Working knowledge of administrating UNIX, Linux or Windows servers
• Working knowledge of Relational Database principles and methodologies
• Proven experience with troubleshooting principles
• Able to develop and interpret technical documentation for training and end user procedures
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications

Responsibilities

• Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA’s
• Investigate and resolve customers’ issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Evaluate documented resolutions and analyses trends for ways to prevent repeated future problems
• Prioritize, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer
• Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies
• Identify and learn appropriate software applications used and supported by the Company
• Administer support/system maintenance activities in accordance with instructions provided by the Customer Support Team Leader and Management
• Assist and/or provide guidance to junior members of the team
• May need to participate in the weekend/On Call support coverage

Preferred Qualifications

• Extensive product knowledge/or ability to develop trough training and knowledge transfer (Training will be provided)
• Good understanding of the NICE goals and objectives
• Good understanding or NICE solutions
• Working knowledge of software development principles would be advantageous

Benefits

NICE-FLEX hybrid model: 2 days working from the office and 3 days of remote work, each week