Senior Support Engineer

So, what’s the role all about?

We are looking for a talented Technical Support Engineer to join our dynamic and growing Public Safety Advance Support Team in Pune.

NICE is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE, we recognize that every employee’s contribution is integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. Come share, grow and learn with us – you’ll be challenged, you’ll have fun, and you’ll be part of a fast growing, highly respected organization

How will you make an impact?

• Provide 3rd line/L3/T3 engineering support to the product.
• Under minimal supervision, serve as Tier 3 subject matter expert for Public Safety end-user applications for recording playback, analysis, reporting and system monitoring.
• Communicate with regional support teams (worldwide) and other stakeholders, verbally and in writing, in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
• Coordinate with team members to manage and contribute to daily team workload.
• Work with all stakeholders to efficiently gather, validate, and document technical information needed to resolve or escalate product issues.
• Perform and document root-cause analysis as needed to resolve or escalate software and deployment issues.
• Contribute to process and troubleshooting documentation in the support knowledge base.
• Help foster innovation in tools and processes to make support more effective and efficient.
• Adhere to defined technical support process and offer improvements as necessary.
• Assist product teams to successfully introduce new products/versions.
• Understand and adhere to compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.

Have you got what it takes?

• SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
• Experience of SQL Scripting
• Windows server (IIS, Windows security, optimization, and troubleshooting)
• Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,)
• Modern telecommunications (telephone, VoIP, PBX)
• Security and encryption fundamentals (SSL/TLS, SSH, PGP)
• Basic understanding of Virtualization and cloud concepts.

SKILLS:

• Meticulous about documentation and record-keeping
• Strong communication skills (verbal, listening, reading and writing skills)
• Demonstrated problem solving, troubleshooting and analytical skills
• Work successfully in a strong team environment, learning rapidly, and developing relationships within and across teams
• Multi-tasking and time-management skills are essential to switch between varied tasks
• Remain focussed and calm under pressure, with patience and perseverance to succeed

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Computer Science, Engineering, or Mathematics; equivalent work experience considered
• 4-8 years of experience supporting enterprise software applications and system integrations

OTHER INFORMATION

• Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
• There may be an infrequent need to travel to customer or partner sites, worldwide.

What’s in it for you?

• 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. 

Requisition ID: 9410
Reporting into: Technical Manager
Role Type: Individual Contributor