Technical Support Engineer

1 Month ago • All levels • Software Development & Engineering

Job Summary

Job Description

NiCE is seeking a Technical Support Engineer to primarily deploy, maintain, and support the NYC NexGen 911 Logging and Recording Solution. The role involves assisting product teams with new product introductions and championing supportability. Responsibilities include providing 1st/2nd/3rd line engineering support, provisioning, deploying, patching, and upgrading the NRX/NIR Logging and Recording Solution. The engineer will also participate in multi-vendor digital forensic analysis for 911 call failures, define and implement maintenance procedures, and collaborate with various business staff, escalating issues as needed. The position requires deploying systems to replicate customer issues for diagnosis and repair, and participation in a 24-7 on-call rotation.
Must have:
  • Working knowledge of Windows server and client technology
  • Experience with MS SQL, Oracle MySQL queries
  • Network operations experience (firewalls, NSGs)
  • Experience with SIPREC and VoIP Recording
  • Experience running PowerShell scripts
  • Experience with web application and services configuration
  • Excellent written and spoken English
  • Methodical troubleshooting and attention to detail
  • Multi-tasking and time-management skills
  • Ability to work independently and in a team
  • Experience with Logging and Recording Solutions
Good to have:
  • Experience supporting web applications and services
  • Experience with Azure Portal and Azure services
  • Technical writing skills
  • Experience querying Web APIs
  • Experience configuring Application Monitoring and Dashboards
Perks:
  • Opportunity to work in an ever-growing, market disrupting, global company
  • Fast-paced, collaborative, and creative environment
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations
  • Chance to learn and grow daily

Job Details

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.

So, what’s the role all about?

 

Primary focus is deploying, maintaining and supporting NYC NexGen 911 Logging and Recording Solution for the 911 system. 

Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of the customer. 

 

 

How will you make an impact?   

  • Provide 1st/2nd/3rd line engineering support to the product 
  • Provisioning, deploying, patching and upgrading NRX/NIR Logging and Recording Solution including Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events and SIP Recording. Working closely with the deployment team to ensure successful deployment of software packages. 
  • Participate in multi-vendor digital forensic analysis in the event of a 911 call failure.  
  • Defining and implementing regular maintenance and health monitoring procedures. 
  • Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers. 
  • Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardizing customer data or operations.  
  • Participate in a 24-7 Out of Hours call out rotation 

 

Have you got what it takes?

  • Working knowledge of Windows server and client technology, ideally supporting web applications and services 
  • Experience in creating, modifying and running databases queries (MS SQL and Oracle MySQL). 
  • Network operations experience (firewalls, network security groups etc) 
  • Experience with SIPREC and VoIP Recording 
  • Experience running scripts from PowerShell or similar  
  • Experience with web application and services configuration management 
  • Efficient, effective and respectful communication skills both with customers and within internal departments. Including; 
  • Excellent written and spoken English  
  • Good listener, able to identify and validate assumptions 
  • Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it 
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment 
  • Multi-tasking and time-management to prioritize and switch between varied tasks 
  • Focused and calm under pressure 
  • Careful record keeping 
  • Able to use initiative and to work effectively both independently and as part of a team 
  • Experience with Logging and Recording Solutions 
  • (Optional) Experience to Azure Portal and familiarity with Azure services 
  • Technical writing skills 
  • Experience querying Web API’s 
  • Experience of configuring Application Monitoring and Dashboards  

 

 

 

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!

 

 

Requisition ID: 5574
Reporting into: Manager, Service and Support
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

 

Similar Jobs

Playground Games - Character Artist (All Levels)

Playground Games

England, United Kingdom (Hybrid)
5 Months ago
Coda - Senior Technical Support

Coda

Bangkok, Thailand (Hybrid)
1 Month ago
Razer - Associate TM Analyst

Razer

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Months ago
deel. - Account Executive, SMB | Israel

deel.

Israel (Remote)
1 Week ago
Nintendo - Technical Localization Specialist (NTD)

Nintendo

Redmond, Washington, United States (On-Site)
1 Year ago
Nintendo - Senior Engineer, Multimedia (NTD)

Nintendo

Redmond, Washington, United States (On-Site)
1 Year ago
Capgemini - Software Engineer

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
505 Games - Senior Software Engineer - Technical Business Unit

505 Games

Milan, Lombardy, Italy (Remote)
1 Year ago
Super.com - Engineering Manager, Payment Processing

Super.com

Canada, Kentucky, United States (Remote)
2 Months ago
Fluxon - Staff Software Engineer

Fluxon

Gurugram, Haryana, India (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Toku - Strategic Account Manager – Payroll & HR Solutions

Toku

United States (Remote)
5 Months ago
Springer Group - Business Analyst

Springer Group

Lisbon, Lisbon, Portugal (On-Site)
2 Months ago
77sparx - Reading Curriculum Developer for Kids App

77sparx

San Francisco, California, United States (On-Site)
2 Months ago
Critical mass - Senior UX Designer, Contract

Critical mass

Vancouver, British Columbia, Canada (On-Site)
2 Weeks ago
Inveniolsi - SAP Testing Consultant

Inveniolsi

Safut, Al Balqa, Jordan (On-Site)
2 Months ago
Morning Star - Senior Data Research Analyst

Morning Star

Mumbai, Maharashtra, India (Hybrid)
2 Months ago
Rolls-Royce - Quality Technical Professional

Rolls-Royce

Montreal, Quebec, Canada (On-Site)
3 Weeks ago
warner bros games - Staff Software Engineer - Database Engineer with Aurora Postgres

warner bros games

Bengaluru, Karnataka, India (Hybrid)
4 Months ago
Amber - Senior Concept Artist

Amber

Guadalajara, Jalisco, Mexico (On-Site)
12 Months ago
Workato - Senior UX Designer (Builder Experience)

Workato

New York, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Hoboken, New Jersey, United States

NVIDIA - Senior Hardware Validation Engineer

NVIDIA

Santa Clara, California, United States (On-Site)
4 Months ago
Saronic Technologies - Trim & Drill – Composites Technician

Saronic Technologies

Austin, Texas, United States (On-Site)
1 Week ago
Rippling - Senior Product Design Manager, Payroll

Rippling

San Francisco, California, United States (Hybrid)
3 Months ago
Likewize - Operations Supervisor

Likewize

Flower Mound, Texas, United States (On-Site)
1 Week ago
sofar sounds - Freelance Producer

sofar sounds

Dallas, Texas, United States (Hybrid)
1 Month ago
dun bradstreet - Principal, Strategic Pricing

dun bradstreet

Jacksonville, Florida, United States (On-Site)
2 Months ago
Epic Games - Director, Product Management (Subscription + Pass Products)

Epic Games

Cary, North Carolina, United States (On-Site)
7 Months ago
Mercury - Research Operations Specialist

Mercury

San Francisco, California, United States (On-Site)
1 Month ago
31st Union - Expert UI Engineer

31st Union

San Mateo, California, United States (On-Site)
3 Months ago
Marsh McLennan - Lead Software Engineer

Marsh McLennan

Dublin, California, United States (Hybrid)
2 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Thales - Algorithms and Simulations Engineer M/F

Thales

Limours, Île-de-France, France (On-Site)
2 Weeks ago
DataVisor - Software Engineer Internship

DataVisor

Dublin, County Dublin, Ireland (Remote)
3 Months ago
Tide - Director of Security Engineering

Tide

United Kingdom (Hybrid)
2 Months ago
Tesla - Mechanical Design Engineer - Battery Structures

Tesla

Berlin, Berlin, Germany (On-Site)
5 Months ago
Cubic corporation - Commissioning Engineer GBR

Cubic corporation

Salfords, England, United Kingdom (On-Site)
1 Month ago
Google - Software Engineering Manager II, Google Cloud

Google

Bengaluru, Karnataka, India (On-Site)
9 Months ago
Assystems - Communication Engineer

Assystems

Hyderabad, Telangana, India (On-Site)
9 Months ago
Trend Micro - Sr. Software Engineer (XDR for Networks)

Trend Micro

Taipei City, Taiwan (On-Site)
10 Months ago
Toast - Principal Software Engineer - Payments

Toast

Bengaluru, Karnataka, India (On-Site)
1 Month ago
AECOM - Senior Civil Engineer

AECOM

Auckland, Auckland, New Zealand (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Sandy, Utah, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Hoboken, New Jersey, United States (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Ra'anana, Center District, Israel (Hybrid)

Pune, Maharashtra, India (Hybrid)

View All Jobs

Get notified when new jobs are added by Nice