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 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 2-4 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 9411 Reporting into Technical 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