Support Engineer

What You'll Do:

• Respond to incoming technical issues from end users, resolving application problems in compliance with contractual SLAs.
• Investigate and resolve customer issues by applying deep product knowledge, advanced troubleshooting skills, and collaborating with Services and Engineering/R&D experts.
• Meticulously record, track, and document the entire problem-solving journey, including all decisions and actions taken, through to final resolution.
• Analyze documented resolutions and identify trends to proactively prevent recurring issues.
• Manage and schedule software updates, upgrades, and major releases in alignment with the Company Release Policy and customer agreements.
• Perform hands-on application fixes, including software installation, upgrades, database operations, and system configuration.
• Thoroughly test fixes using standard methodologies and conduct post-resolution follow-ups to ensure complete problem resolution.
• Continuously learn and master the software applications supported by NICE.
• Execute support and system maintenance activities as directed by the Customer Support Team Leader and Management.
• Provide guidance and support to junior team members.
• Participate in weekend and on-call support rotation as required.

What You Bring:

• A minimum of 2 years of proven experience in technical support.
• Experience with recording platforms such as Nice/Verint or similar is a significant advantage.
• Proficiency in troubleshooting and maintaining voice and data networks.
• Strong knowledge of Microsoft operating systems, networking, SQL, security, and VoIP technologies.
• Telephony experience and certifications (TDM, VoIP, CTI) are advantageous.
• Familiarity with common PBX, Switch, and ACD vendors like Avaya, Nortel, Aspect, Siemens, and Cisco is a plus.
• Experience with CTI protocols and vendors such as Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, and Genesys is advantageous.
• NICE Systems solution certifications are a plus.
• Experience working within medium to large teams, demonstrating strong teamwork skills.
• Excellent customer communication and service orientation, representing NICE professionally both verbally and in writing.
• Ability to express oneself clearly and effectively, and adept at conflict resolution.
• Extensive product knowledge or the aptitude to rapidly acquire it through training and knowledge transfer is advantageous.
• A good understanding of NICE's goals, objectives, and solutions is beneficial.
• Working knowledge of software development principles would be advantageous.

Why Join NICE?

Become part of a dynamic, market-disrupting global company. You'll collaborate with top talent in a fast-paced, creative environment. As a market leader, NICE offers unparalleled opportunities for learning and career growth across various roles, disciplines, domains, and locations. If you're passionate, innovative, and driven to excel, you'll thrive at NICE.

We offer a hybrid work model, NICE-FLEX, providing flexibility with 2 days in the office for collaboration and innovation, and 3 days remote work each week.