Support Engineer

Summary

Join NICE, a global leader in software solutions, as a Support Engineer to deliver efficient and effective technical support to end-users. You will interface with various teams and customers globally to resolve high-level issues related to CSS Recording and Compliance applications. Responsibilities include maintaining communication, implementing and installing CSS products, prioritizing tasks, contributing to the knowledge base, and initiating changes on production systems. You will also serve as a subject matter expert for other engineers on new releases and develop training materials. This role requires 3-5 years of technical experience in customer support, preferably within financial institutes. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

• Should have a good Linux/Unix exposure 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)
• 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
• Good IT skills in troubleshooting and ownership from begin to end

Responsibilities

• Deliver technical support to end users about NICE's Product 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
• 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
• Strong Telephony background would be an extra perk to have

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
• 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