NiCE · 8 hours ago
Technical Support Engineer
United States
Contract
Remote
Entry, Mid Level
1+ years expNiCE is a global leader in software solutions, and they are seeking a Technical Support Engineer for their Recording Solutions. The role involves supporting large complex Public Safety software clients, ensuring high customer satisfaction, and conducting thorough troubleshooting to resolve issues.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Interfacing with large priority customer accounts
Working with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
Participating in knowledge transfer activities as required
Working in accordance with NICE support process, procedures, contractual SLA’s
Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
Some travel maybe expected to customer sites when required to resolve product issues
Qualification
Required
Bachelor's degree in Computer Science / Software Engineering (or similar)
1-3+ years experience
Experience as IT (Network and system) that worked on Server issues mainly
Network troubleshooting skills (working with different tools)
Experience in SQL database management
Excellent English verbal and writing communication skills
Team player – ability to work well in a close team environment
Fast learner with ability to educate her/himself on relevant technologies
Ability to multitask and prioritize work
Ability to remain focused and calm under pressure
Ability to travel up to 25%
Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
Some travel maybe expected to customer sites when required to resolve product issues
Preferred
Experience in Azure (104 or higher certification preferred)
Experience with Grafana is a plus
Experience with ServiceNow is preferred
Supporting VOIP telephony systems such as Avaya or Cisco
Experience in customer support serving global customers
Benefits
NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week.
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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