Senior Tech Support Engineer (L2/L3)

So, what’s the role all about?

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

We are seeking an experienced and technically proficient Senior Tech Support Engineer to provide advanced support for NICE NTR/NTR-X recording platforms. The ideal candidate will possess deep expertise in enterprise voice recording, compliance, and trading environments, along with a solid understanding of fraud detection and compliance frameworks.

This role requires a strong background in database management, SQL scripting, and systems troubleshooting, coupled with the ability to collaborate across global teams and drive customer success for high-availability recording systems integrated with Teams, Zoom, Avaya, Cisco, and IPC.

How will you make an impact?

In this role, you will,

Enhance Customer Experience: Deliver fast, accurate, and proactive resolutions for complex NICE NTR/NTR-X issues, ensuring customer confidence and satisfaction.Drive Technical Excellence: Apply deep technical expertise across Teams, Zoom, Avaya, Cisco, IPC, and trading integrations to resolve multi-layered system challenges efficiently.Strengthen Compliance & Reliability: Ensure recording solutions consistently meet financial compliance and fraud detection requirements, reinforcing system integrity.Optimize Performance: Use strong database management and SQL scripting skills to identify performance bottlenecks, optimize system health, and ensure stable operations.Collaborate & Mentor: Partner with R&D and cross-functional teams to drive root cause analysis while mentoring junior engineers to uplift overall team capability.Continuous Improvement: Contribute to process enhancements, documentation, and automation initiatives to elevate overall support maturity and readiness.

Have you got what it takes?

Key Responsibilities:

Experience- 4- 8 years

• Deliver Level 3 / advanced technical support for NICE NTR/NTR-X recording environments across enterprise deployments.
• Diagnose and resolve complex issues related to recording, playback, retention, and compliance integrations.
• Troubleshoot problems across multi-vendor ecosystems including Microsoft Teams, Zoom, Avaya, Cisco, and IPC.
• Collaborate with R&D, Product Management, and Infrastructure teams to identify root causes and ensure permanent resolutions.
• Analyze application logs, network traces (SIP/RTP), and system performance data to isolate technical issues.
• Perform database management and SQL scripting for data validation, performance tuning, and troubleshooting.
• Ensure system stability and integrity through proactive monitoring, patch validation, and upgrades.
• Support compliance and trading-related environments, ensuring adherence to industry regulations.
• Work closely with financial institutions on fraud detection and voice data integrity investigations.
• Document technical findings, RCAs, and knowledge base articles to enhance operational readiness.
• Mentor junior team members and foster a culture of excellence, ownership, and accountability.
• Willingness to work in a 24x7 rotational support model.

Required Skills & Experience:

• 4–8 years of hands-on experience in enterprise support, preferably within voice/compliance recording or trading systems.
• Proven expertise in NICE NTR / NTR-X product architecture, deployment, and troubleshooting.
• Strong understanding of trading platforms and financial communication ecosystems.
• Working knowledge of fraud detection mechanisms and compliance regulations relevant to voice data.
• Proficiency in Windows Server, networking (SIP, RTP, TLS, DNS), and storage technologies.
• Proficiency in Cloud technologies (Azure and AWS).
• Strong command over databases (MYSQL, MS SQL) with the ability to write and optimize SQL scripts and manage DB performance.
• Experience with log analysis, Wireshark captures, system health checks, and automation tools.
• Excellent collaboration skills, especially working alongside R&D and customer-facing teams.
• Demonstrated history of driving ownership and delivering exceptional customer outcomes

Qualifications:

• NiCE certifications (NTR, NTR-X, Engage) preferred.
• Experience with cloud-based deployments (Azure, AWS) and containerized environments.
• Familiarity with financial compliance regulations such as MiFID II, FINRA, Dodd-Frank, and GDPR.
• Knowledge of fraud detection systems and data retention controls.
• Scripting experience in PowerShell, Python, or automation frameworks.

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: 9119
Reporting into: Tech Manager
Role Type: Senior