Support Engineer

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 The Support Engineer role is to 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 How will you make an impact As L2 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 Have you got what it takes 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 Having knowledge of the following stated as keywords Tetra systems Voice Trading Solutions like IPC Etrali and BT Avaya Cisco Mitel would be beneficial 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 Strong Telephony background would be an extra perk to have Good IT skills in troubleshooting and ownership from begin to end 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 8021 Reporting into Tech Manager 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